Lead the Team That Keeps Every Client Confident, Informed, and Delighted

If you're someone who thrives on setting the standard for how clients are treated, coaching a team to deliver consistently excellent service, and turning process into predictable outcomes, you'll feel right at home here.

At EB Pearls, the team you lead helps founders launch ideas, businesses modernise their operations, and organisations scale with confidence. This is customer service with purpose — and you'll do it alongside experienced designers, engineers, and delivery leaders who take real pride in their craft.

About EB Pearls

EB Pearls is one of Australia's most trusted digital product partners, with more than 20 years of delivery experience, including:

- 100+ AI Tools
- 900+ custom apps
- 70+ award-winning solutions

We operate with a strong focus on clarity, quality, evidence-based engineering, and predictable delivery. Our culture values collaboration, ownership, high standards, and genuine care for both our clients and for one another.

If you thrive in a structured, supportive environment and want to lead a team that guides clients through the creation of high-quality digital products, you'll feel strongly aligned here.

The Role: Customer Service Manager

As Customer Service Manager, you'll own the client experience across our Delivery Pods — setting the standards, coaching the people who deliver on them, and stepping in wherever service quality is on the line. You'll work closely with:

- UX/UI Designers & Engineering Managers
- Developers & Product/Business Analysts
- Client Stakeholders

You'll ensure clients feel supported and heard at every stage, that service issues are caught and resolved before they become risks, and that your team has the coaching, tools and processes to deliver consistently.

What You'll Do Day-to-Day

- Lead and develop the Customer Success team
- Set and monitor service standards, response times, and escalation paths
- Own client satisfaction — track feedback, resolve complaints and close the loop
- Review and approve client-facing communications and deliverables before they go out
- Step into high‑stakes or escalated client conversations personally
- Build and refine service processes, playbooks, and SLAs
- Monitor project and account health across the team's portfolio; upscale risks to leadership
- Track team performance and service metrics using tools such as JIRA and HubSpot
- Partner with design, engineering, and delivery leads to keep handoffs clean and client expectations aligned
- Report on service quality trends and recommend improvements

This role suits people who enjoy leadership, structure, problem‑solving under pressure and building a team others want to be part of.

What You'll Bring

- Proven experience managing or leading a customer service/success team (3+ years preferred)
- Strong track record of resolving escalations and turning unhappy clients into advocates
- Confidence coaching people, setting standards and holding a team accountable
- Solid understanding of digital product delivery (UX/UI, dev handoffs) — full training provided
- Good judgment, composure under pressure and sound decision‑making
- Discipline with process, documentation and reporting
- Comfort using tools such as Figma, JIRA, HubSpot and Google Workspace





What Success Looks Like

- A team that consistently meets or beats service and communication standards
- Escalations resolved quickly, calmly and to the client's satisfaction
- Clean, well‑documented HubSpot and JIRA boards across the team
- Clients who trust EB Pearls because of how they're treated not just what's delivered
- Risks flagged and escalated early — never discovered late
- A team that feels coached, supported and set up to succeed

We provide the structure and coaching so you know exactly how to succeed — and how to build that same clarity for your team.

Why This Role Matters

Clients judge EB Pearls heavily on clarity, communication and confidence — especially when something goes wrong. A great Customer Service Manager ensures:

- Clients feel supported, heard and never left guessing
- The service team stays sharp, consistent and confident
- Small issues get caught before they become big ones
- Delivery stays predictable and professional, even under pressure

You're the standard‑bearer for what "good service" means at EB Pearls.

Why Join EB Pearls Now

- Strong delivery frameworks and clear processes to build on, not invent from scratch
- Supportive engineering and design teams
- Genuine career development into senior leadership roles
- A culture that values clarity, ownership and teamwork
- Leadership that is present, accessible and invested in your growth

Training & Development

You'll receive:

- A structured 90‑day onboarding plan
- Company values and culture workshop
- Deep training in our delivery, design and development processes
- Leadership and coaching development alongside your team's technical training
- Cross‑functional exposure across product, design, engineering and QA
- Ongoing career development workshops and resources

Compensation

We offer a competitive salary aligned with experience and capability. We reward performance fairly, transparently and predictably. Exact details are provided during the interview process.

This Role Might Not Be the Right Fit If…

- You prefer unstructured environments
- You're not comfortable holding others accountable
- You dislike documentation or process discipline
- You avoid direct, sometimes difficult, client conversations
- You prefer purely technical or purely creative work

Ready to lead the team that makes clients feel confident in every project?

If you're a natural leader, calm under pressure, and passionate about setting the standard for client experience — we'd love to meet you.

Lead the Team That Keeps Every Client Confident, Informed, and Delighted

If you're someone who thrives on setting the standard for how clients are treated, coaching a team to deliver consistently excellent service, and turning process into predictable outcomes, you'll feel right at home here.

At EB Pearls, the team you lead helps founders launch ideas, businesses modernise their operations,



and organisations scale with confidence. This is customer service with purpose — and you'll do it alongside experienced designers, engineers and delivery leaders who take real pride in their craft.

About EB Pearls

EB Pearls is one of Australia's most trusted digital product partners, with more than 20 years of delivery experience, including:

- 100+ AI Tools
- 900+ custom apps
- 70+ award-winning solutions

We operate with a strong focus on clarity, quality, evidence-based engineering, and predictable delivery. Our culture values collaboration, ownership, high standards and genuine care for both our clients and for one another.

If you thrive in a structured, supportive environment and want to lead a team that guides clients through the creation of high-quality digital products, you'll feel strongly aligned here.

The Role: Customer Service Manager

As Customer Service Manager, you'll own the client experience across our Delivery Pods — setting the standards, coaching the people who deliver on them, and stepping in wherever service quality is on the line. You'll work closely with:

- UX/UI Designers & Engineering Managers
- Developers & Product/Business Analysts
- Client Stakeholders

You'll ensure clients feel supported and heard at every stage, that service issues are caught and resolved before they become risks, and that your team has the coaching, tools and processes to deliver consistently.

What You'll Do Day-to-Day

- Lead and develop the Customer Success team
- Set and monitor service standards, response times and escalation paths
- Own client satisfaction — track feedback, resolve complaints and close the loop
- Review and approve client-facing communications and deliverables before they go out
- Step into high‑stakes or escalated client conversations personally
- Build and refine service processes, playbooks and SLAs
- Monitor project and account health across the team's portfolio; upscale risks to leadership
- Track team performance and service metrics using tools such as JIRA and HubSpot
- Partner with design, engineering and delivery leads to keep handoffs clean and client expectations aligned
- Report on service quality trends and recommend improvements

This role suits people who enjoy leadership, structure, problem‑solving under pressure and building a team others want to be part of.

What You'll Bring

- Proven experience managing or leading a customer service/success team (3+ years preferred)
- Strong track record of resolving escalations and turning unhappy clients into advocates
- Confidence coaching people, setting standards and holding a team accountable
- Solid understanding of digital product delivery (UX/UI, dev handoffs) — full training provided
- Good judgment, composure under pressure and sound decision‑making
- Discipline with process, documentation and reporting
- Comfort using tools such as Figma, JIRA, HubSpot and Google Workspace

What Success Looks Like

- A team that consistently meets or beats service and communication standards
- Escalations resolved quickly, calmly and to the client's satisfaction
- Clean, well‑documented HubSpot and JIRA boards across the team
- Clients who trust EB Pearls because of how they're treated not just what's delivered
- Risks flagged and

#J-18808-Ljbffr

📌 Customer Success Associate (Sydney)
🏢 EB Pearls
📍 Sydney