Customer Experience Lead
📍 Kewdale, WA
🧠 Strategic customer insights | Process improvement | Cross-functional collaboration
🏆 Be part of a proudly WA-owned, globally growing innovator in commercial cleaning tech
About Pacvac
At Pacvac, we’re known for revolutionising the commercial cleaning industry — one high-performance backpack vacuum at a time. With a strong footprint in over 20 countries, we’re proudly based in Western Australia and committed to delivering product excellence and standout customer service.
As we continue to grow, we’re looking for a Customer Experience Lead to help us raise the bar even higher. If you thrive in fast-paced environments, love connecting dots between customer feedback and actionable improvements, and want to shape the end-to-end experience for a global brand — this is your opportunity.
About the Role
You’ll be the engine room of our customer success strategy — acting as the voice of the customer across Pacvac. This standalone role is ideal for someone who loves rolling up their sleeves, working across departments, and building customer-centric systems that drive satisfaction, loyalty and results.
Your key responsibilities will include:
Coordinating incoming customer queries and delegating across the team (Admin, Support, Sales)
Monitoring and improving listings across key platforms (HubSpot, Pronto, Klaviyo, Magento)
Analysing customer feedback and trends to inform process and product improvements
Collaborating with Sales, Product, Marketing and Operations to enhance customer experience
Leading initiatives to increase NPS and customer advocacy
Reviewing and optimising CRM workflows, sequences and insights (HubSpot)
Providing reporting and data insights on customer satisfaction, resolution times and CX trends
Acting as a key point of escalation for high-level or complex customer concerns
Supporting continuous improvement across the customer journey — from first contact to post-sale support
What We’re Looking For
✔️ 5+ years in a customer experience, admin or support leadership role
✔️ Manufacturing industry or fast-paced product-based environment experience preferred
✔️ Strong working knowledge of CRM systems (HubSpot preferred), Office 365, and ERP systems like Pronto
✔️ Excellent communication, problem-solving, and relationship-building skills
✔️ Strategic mindset with a hands-on approach
✔️ Able to juggle competing priorities while keeping the customer at the heart of what you do
Why Join Pacvac?
✨ We’re a team that genuinely cares — about our products, our people, and our customers
✨ You’ll play a critical role in shaping how the world experiences our brand
✨ You’ll be backed by a leadership team that values your input, insight, and initiative
✨ Our culture is about being results-oriented while having fun and creating a better world
Apply Now
If you’re ready to take the lead on customer experience for a growing, values-driven WA success story — we’d love to hear from you.
🧹 Pacvac is committed to creating a workplace that celebrates diversity and inclusion. All qualified applicants are encouraged to apply.
