Lead the Team That Keeps Every Client Confident, Informed, and DelightedIf 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 PearlsEB Pearls is one of Australia's most trusted digital product partners, with more than 20 years of delivery experience, including:100+ AI Tools900+ custom apps70+ award-winning solutionsWe 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 ManagerAs 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 ManagersDevelopers & Product/Business AnalystsClient StakeholdersYou'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-DayLead and develop the Customer Success teamSet and monitor service standards, response times, and escalation pathsOwn client satisfaction — track feedback, resolve complaints and close the loopReview and approve client-facing communications and deliverables before they go outStep into high‐stakes or escalated client conversations personallyBuild and refine service processes, playbooks, and SLAsMonitor project and account health across the team's portfolio; upscale risks to leadershipTrack team performance and service metrics using tools such as JIRA and HubSpotPartner with design, engineering, and delivery leads to keep handoffs clean and client expectations alignedReport on service quality trends and recommend improvementsThis role suits people who enjoy leadership, structure, problem‐solving under pressure and building a team others want to be part of.What You'll BringProven experience managing or leading a customer service/success team (3+ years preferred)Strong track record of resolving escalations and turning unhappy clients into advocatesConfidence coaching people, setting standards and holding a team accountableSolid understanding of digital product delivery (UX/UI, dev handoffs) — full training providedGood judgment, composure under pressure and sound decision‐makingDiscipline with process, documentation and reportingComfort using tools such as Figma, JIRA,



HubSpot and Google WorkspaceWhat Success Looks LikeA team that consistently meets or beats service and communication standardsEscalations resolved quickly, calmly and to the client's satisfactionClean, well‐documented HubSpot and JIRA boards across the teamClients who trust EB Pearls because of how they're treated not just what's deliveredRisks flagged and escalated early — never discovered lateA team that feels coached, supported and set up to succeedWe 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 MattersClients judge EB Pearls heavily on clarity, communication and confidence — especially when something goes wrong.
A outstanding Customer Service Manager ensures:Clients feel supported, heard and never left guessingThe service team stays sharp, consistent and confidentSmall issues get caught before they become big onesDelivery stays predictable and professional, even under pressureYou're the standard‐bearer for what "positive service" means at EB Pearls.Why Join EB Pearls NowStrong delivery frameworks and clear processes to build on, not invent from scratchSupportive engineering and design teamsGenuine career development into senior leadership rolesA culture that values clarity, ownership and teamworkLeadership that is present, accessible and invested in your growthTraining & DevelopmentYou'll receive:A structured 90‐day onboarding planCompany values and culture workshopDeep training in our delivery, design and development processesLeadership and coaching development alongside your team's technical trainingCross‐functional exposure across product, design, engineering and QAOngoing professional development workshops and resourcesCompensationWe 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 environmentsYou're not comfortable holding others accountableYou dislike documentation or process disciplineYou avoid direct, sometimes difficult, client conversationsYou prefer purely technical or purely creative workReady 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 DelightedIf 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 PearlsEB Pearls is one of Australia's most trusted digital product partners, with more than 20 years of delivery experience, including:100+ AI Tools900+ custom apps70+ award-winning solutionsWe 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 workplace 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 ManagerAs 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 ManagersDevelopers & Product/Business AnalystsClient StakeholdersYou'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-DayLead and develop the Customer Success teamSet and monitor service standards, response times and escalation pathsOwn client satisfaction — track feedback, resolve complaints and close the loopReview and approve client-facing communications and deliverables before they go outStep into high‐stakes or escalated client conversations personallyBuild and refine service processes, playbooks and SLAsMonitor project and account health across the team's portfolio; upscale risks to leadershipTrack team performance and service metrics using tools such as JIRA and HubSpotPartner with design, engineering and delivery leads to keep handoffs clean and client expectations alignedReport on service quality trends and recommend improvementsThis role suits people who enjoy leadership, structure, problem‐solving under pressure and building a team others want to be part of.What You'll BringProven experience managing or leading a customer service/success team (3+ years preferred)Robust track record of resolving escalations and turning unhappy clients into advocatesConfidence coaching people, setting standards and holding a team accountableSolid understanding of digital product delivery (UX/UI, dev handoffs) — full training providedGood judgment, composure under pressure and sound decision‐makingDiscipline with process, documentation and reportingComfort using tools such as Figma, JIRA, HubSpot and Google WorkspaceWhat Success Looks LikeA team that consistently meets or beats service and communication standardsEscalations resolved quickly, calmly and to the client's satisfactionClean, well‐documented HubSpot and JIRA boards across the teamClients who trust EB Pearls because of how they're treated not just what's deliveredRisks flagged and
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📌 Customer Success Associate (Sydney)
🏢 EB Pearls
📍 Sydney