Customer Experience Manager

EarthLight – Forrestdale, WA .

Why Work At EarthLight

At EarthLight, we back people who take ownership, think beyond the obvious, support the team around them, and hold a high bar for how they operate.

We are on a mission to Illuminate Better – improving how site lighting is delivered across mining and civil – and this role is an opportunity to own and build how we look after our customers as we grow.

About Us

EarthLight supplies solar lighting solutions into mining, civil, and construction.

We are a solar first site lighting specialist, helping customers move away from diesel and design better lighting outcomes for real conditions.

We are entering our next phase of growth, and the experience our customers have after the sale – onboarding, service, support, and warranty – is central to it.

The Role

This role is about owning the customer experience end to end, and building the systems that deliver it.

You will own our customer outcome metrics (NPS and CSAT), run service operations day to day, and build the CX function from the ground up – onboarding, SLAs, warranty, and customer communications.

This is not a perfect environment with everything built already. You will design, document, and scale how we deliver customer experience, so that within 12 months the function runs on repeatable systems, not tribal knowledge.

Key Responsibilities

Own NPS and CSAT end to end – establish baselines, run the survey cadence, report scores, and drive corrective actions

Define, document, and hit service SLAs for first response and resolution times

Coordinate service technicians and their job assignments, owning the master service calendar across all jobs and sites

Own the warranty claims process – fast turnaround, minimal friction – and coordinate remedial work

Build and own the customer onboarding programme – commissioning, training, first-service scheduling, and key contacts for every new customer

Provide proactive ETDs and ETAs, and handle day-to-day customer support and enquiries

Own HubSpot Service Hub – ticket pipelines, automations, and reporting dashboards – as the single source of truth

Design and document CX processes from the ground up – service workflows, SLA frameworks, warranty procedures, and onboarding playbooks

Long term, automate customer lifetime communications – service reminders, upgrade prompts, and parts touchpoints

About You

You are a builder who cares deeply about customers, and wants to own a function end to end.

You will likely be:

A Customer Experience, Customer Success, or Service Operations professional ready to own the whole function

A Service Coordinator or Service Manager who has built processes and wants more scope

Someone frustrated by tribal knowledge and poor systems, and driven to fix them

What matters:

You have owned customer outcomes and can point to metrics you moved

You have built a process, system, or programme from scratch – and it stuck

You can coordinate people, schedules, and priorities across multiple jobs and sites

You are comfortable with data – measuring, reporting, and acting on it

You communicate clearly with customers and hold a high service standard

You are comfortable in a growing and evolving environment

What Success Looks Like in 6 to 12 Months

NPS and CSAT baselines are set, reported monthly, and trending up

Service SLAs are defined, documented, and consistently hit

Warranty claims are turned around fast with minimal customer friction

Every new customer goes through a structured onboarding programme

HubSpot Service Hub is the single source of truth for all service activity

The CX function runs on documented, repeatable systems – not tribal knowledge

Experience

3 to 7 plus years in customer service, customer success, customer experience, or service operations

Experience coordinating field service, technicians, or scheduling

B2B experience

Highly regarded:

Mining, civil, construction, capital equipment, or industrial services

Experience with HubSpot Service Hub, Zendesk, Salesforce Service Cloud, or similar

Experience building SLAs, onboarding programmes, or service playbooks

Package

Base: $85,000 + Super

Bonus based on customer outcome and service performance metrics

Tools of trade

Apply

If you want to own the customer experience end to end, and build the systems behind it, this will suit you.

Submit your CV to apply. Shortlisted candidates will be invited to the next stage.