Escalations Manager | Home Electrification

We are Smart Energy. We started with two blokes in a Byron Bay warehouse and a big idea. Ten years later, we’ve grown into a national home electrification business with nearly 30,000 customers across Australia, helping households move towards smarter, cleaner and more sustainable energy.

Customer experience is a huge part of what sets us apart. Our Smart Care team has even been recognised by the Customer Service Institute of Australia, receiving the Best Customer Service Project award.

As we continue to grow, we’re looking for an experienced Case Escalation Manager to join our Customer Success team and help us deliver great outcomes when a customer needs a little extra support.

The Opportunity ⚡

This is a great opportunity for someone who genuinely enjoys helping people, solving problems and finding practical solutions.

You’ll step in on customer cases that need a little more experience, coordination or investigation, working with teams across the business to understand what’s happened and find the best way forward.

That might mean helping resolve an installation concern, coordinating with our technical team, responding to customer feedback or simply bringing the right people together to get an issue sorted quickly.

You’ll have the autonomy to make decisions, but you definitely won’t be doing it alone. You’ll work closely with our Customer Success Manager, Compliance, Operations, Installations and other teams across the business.

We’re looking for someone who can bring empathy, confidence and good judgement to customer conversations. Someone who can listen, communicate clearly and find a fair outcome for both the customer and the business.

This is a full-time, Monday to Friday role based in our Byron Bay Head Office.

Supporting Customer Resolutions

• Take ownership of customer cases that need some additional support or investigation.
• Work with internal teams to understand issues and coordinate practical resolutions.
• Communicate clearly with customers throughout the process and make sure they know what’s happening.
• Help manage customer feedback and public reviews in a thoughtful and solutions-focused way.
• Use good judgement when determining the most appropriate outcome for each situation.

Helping Us Get Better

• Identify recurring customer issues and share insights with the wider business.
• Help improve processes so common issues can be resolved earlier and more easily.
• Work with Customer Service and other teams to build confidence in resolving customer concerns.
• Collaborate with Compliance and Operations on training and process improvements.

Supporting Compliance & Customer Care

• Assist with customer matters that require additional compliance or operational input.
• Help coordinate warranty and service-related cases when required.
• Keep an eye out for trends or potential risks and raise them with the appropriate teams.
• Support case reviews and make sure actions are followed through.

Reporting & Insights

• Keep accurate records of escalated cases and customer resolutions.
• Track recurring themes and trends.
• Share useful insights with management to help improve the overall customer journey.

Working Across the Business

• Partner with Customer Service, Operations, Installations, Technical, Sales and Compliance teams.
• Help bring the right people together to resolve customer issues efficiently.
• Suggest improvements when you notice something we could be doing better.

You don’t need to have done this exact job before.

We’d love to hear from you if you have experience in customer service, customer success, complaints, case management, operations or another role where you’ve had to solve customer problems.

You’ll ideally bring:

• Strong customer service and communication skills.
• A calm and practical approach to solving problems.
• Confidence having conversations with customers when things haven’t gone quite to plan.
• Good judgement and the ability to find fair, sensible solutions.
• Strong organisation and follow-through.
• An ability to work across different teams and keep things moving.
• Comfortable using reporting tools, Google Workspace or MS Office.
• Salesforce experience is a bonus, but definitely not essential.
• Experience within a regulated industry or knowledge of consumer protection requirements is helpful, but can also be learned.

• Like being the person people come to when they need help working something out.
• Enjoy investigating what happened and figuring out how to fix it.
• Are naturally good with people, particularly when someone is frustrated or confused.
• Like working across different teams rather than being stuck in one little bubble.
• Want to make customer experiences better, not just close tickets.
• Enjoy having ownership of your work while still being surrounded by a supportive team.