About the Role:

Our client has spent almost 30 years protecting Australia's construction industry supplying safety equipment and WHS compliance advice trusted on the country's largest construction and infrastructure sites. With over 1,500 satisfied customers and a growing suite of tech-driven compliance products, they're now looking for a Customer Service / Experience Lead to own the customer relationship from onboarding through to long-term retention and service.
This isn't an entry-level ticket queue role. You'll be the face of the business for a portfolio of clients — the first call when something needs fixing, the trusted advisor when they're rolling out new tools on site, and the internal voice making sure their feedback shapes the product. You'll work closely with the Application Support team, escalating and resolving technical issues, but your real value is in building relationships that keep clients renewing, expanding, and referring.

What You'll Be Doing
Owning a portfolio of client accounts — building relationships beyond the inbox
Acting as the senior point of contact for escalated technical and service issues
Running onboarding and training for new clients adopting the platform
Monitoring account health and proactively flagging risk before it becomes churn




Partnering with Application Support and Product teams to close the loop on recurring issues
Identifying prospects to expand client usage and value
Reporting on account status, satisfaction, and outcomes to the leadership team

About You
2+ years in a client-facing role — customer success, account management, or senior support
Confident managing relationships with site-based, non-desk-based stakeholders (construction/infrastructure exposure a bonus, not essential)
Technically curious — comfortable getting hands-on with apps, software, and troubleshooting
Strong Microsoft Office suite skills
Excellent phone manner and superior written communication
Able to juggle competing priorities across multiple accounts
Naturally personable, with a genuine customer service ethos
Driven to go the extra mile — and to grow a long-term career

Why Apply
CBD office location
Competitive salary up to $95k + super
Genuine progression
Join a secure, established business (nearly 30 years in market) building genuinely recent tech products
Work with recognisable names across Australia's biggest construction and infrastructure sites

To express your interest, please follow the links to apply.

📌 Customer Service Lead Sydney
🏢 ForgeHR
📍 Sydney