Customer Escalations Lead – Home Electrification

Smartenergy; Byron Bay; On-site; AUD 90,000 - 120,000; Full time

Job summary

Smart Energy is seeking a Case Escalation Manager to join our Byron Bay Head Office and support the Customer Success team. You will take ownership of escalated cases, coordinate with Compliance, Operations, Installations and Sales to resolve issues, and act with empathy and sound judgement to achieve fair outcomes for customers and the business.

Ideal candidates bring strong customer service, calm problem-solving abilities, and a track record of collaborating across teams to improve the customer

Qualifications

• Experience in customer service or customer success roles is preferred.
• Strong communication and problem-solving skills.
• Ability to coordinate with multiple teams and manage cases.

Responsibilities

• Take ownership of customer cases that need additional support or investigation.
• Coordinate with internal teams to understand issues and implement practical resolutions.
• Communicate clearly with customers throughout the process and keep them informed.
• Help manage customer feedback and public reviews in a thoughtful, solutions-focused way.
• Use good judgement to determine the most appropriate outcomes for each situation.

Job description

Smart Energy is seeking a Case Escalation Manager to join our Byron Bay Head Office and support the Customer Success team. You will take ownership of escalated cases, coordinate with Compliance, Operations, Installations and Sales to resolve issues, and act with empathy and sound judgement to achieve fair outcomes for customers and the business.

Ideal candidates bring strong customer service, calm problem-solving abilities, and a track record of collaborating across teams to improve the customer