Safe Planet
Website:
safe4study.com
Company:
https://www.linkedin.com/company/safeplanetau
Seniority: Mid-Senior level
Industries: Services for Renewable Energy
Job details:
About Safe Planet
Safe Planet is one of Australia's fastest-growing home electrification companies, helping Australian homeowners transition to smarter, cleaner and more energy-efficient homes through government rebate programs.
Our services include:
- Reverse Cycle Air Conditioning
- Heat Pump Hot Water Systems
- Solar Systems
- Battery Storage
As we continue to grow, we are looking for an exceptional Customer Success & Operations Lead to own the complete customer journey and ensure our business operates with excellence every single day.
About the Role
This is NOT a traditional management role.
We are not looking for someone who simply manages people, attends meetings or delegates work.
We are looking for a highly driven, hands-on executor who loves solving problems, speaking with customers, improving systems and ensuring nothing falls through the cracks.
You will own the customer journey from the moment a lead enters our CRM until the customer leaves us a 5-star review.
If something goes wrong, you take ownership and fix it.
If a customer hasn't been called, you ensure they are called.
If an installer is running late, you proactively contact the customer.
If a process is broken, you improve it.
We want someone who treats the business as if it were their own.
Key Responsibilities
Customer Success
- Own the complete customer journey from lead to post-installation.
- Deliver an exceptional customer experience.
- Handle customer complaints and escalations.
- Recover unhappy customers.
- Drive Google Reviews and customer referrals.
Customer Communication
You will regularly communicate directly with Australian homeowners.
Responsibilities include:
- Welcome calls
- Appointment confirmations
- Assessment scheduling
- Installation updates
- Complaint resolution
- Delay notifications
- Customer follow-ups
- Warranty support
- Google Review requests
Excellent spoken English and outstanding phone communication are essential.
Operations
Take ownership of the complete operational workflow:
- Lead Management
- Sales Follow-up
- Assessment Coordination
- Proposal Follow-up
- Booking
- Installation Coordination
- Customer Support
- Quality Assurance
- Review Generation
Nothing should fall through the cracks.
Team Coordination
Work closely with:
- Sales Team
- Assessment Team
- Administration Team
- Marketing Team
- Installation Teams
- External Contractors
Ensure everyone works together efficiently and every task is completed on time.
Process Improvement
- Improve SOPs.
- Improve CRM discipline.
- Identify operational bottlenecks.
- Implement better systems.
- Improve automation where possible.
- Build scalable processes.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Google Review Rating
- Customer Response Time
- Complaint Resolution Time
- Lead Response Time
- Follow-up Completion Rate
- Quote Turnaround Time
- Installation On-Time Rate
- CRM Accuracy
- Reduction in Operational Leakages
Essential Skills & Experience
- Minimum 3 years' experience in Customer Success, Customer Operations, Service Delivery or Operations.
- Exceptional spoken and written English.
- Outstanding telephone communication skills.
- Strong customer service and conflict resolution skills.
- Experience coordinating multiple teams.
- Strong organisational and problem-solving ability.
- Experience using CRM systems.
- Comfortable working in a fast-paced environment.
- Strong ownership mindset with a hands-on approach.
Preferred Experience
Candidates with experience supporting customers in the following countries will be highly regarded:
- Australia (Highly Preferred)
- New Zealand
- United Kingdom
- United States
- Canada
Experience in the following industries is highly desirable:
- Residential Solar
- HVAC / Air Conditioning
- Electrical Services
- Plumbing
- Utilities
- Home Services
- Trades & Field Services
Previous experience in Australian customer service, service delivery or customer success roles will be a significant advantage.
The Person We're Looking For
We're looking for someone who:
- Takes ownership.
- Loves speaking with customers.
- Solves problems quickly.
- Follows up relentlessly.
- Holds teams accountable respectfully.
- Builds systems instead of excuses.
- Notices problems before anyone else.
- Thrives in fast-paced environments.
- Cares deeply about customer experience.
Most importantly...
You are an executor, not just a manager.
Why Join Safe Planet?
- Join one of Australia's fastest-growing home electrification companies.
- Work directly with the Founder & CEO and COO.
- Build systems that directly impact business growth.
- Take ownership of a critical leadership role.
- Make a real difference to thousands of Australian homeowners.
Important
Please do not apply if you are looking for a traditional management role.
We are looking for someone who enjoys rolling up their sleeves, speaking with customers, solving operational problems, following up relentlessly and ensuring nothing falls through the cracks.
If you believe in ownership, accountability and execution, we'd love to hear from you.
Click on Apply to know more.
