Team Lead Customer Service - Scandinavia

PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 14 countries in Europe, Australia, North America and South America.

If you have a passion for outdoor living products and a desire to work in a dedicated environment with amazing colleagues - you've come to the right place!

We make the dream possible. Be part of our dream team!

Tasks

• Develop and improve Customer Success strategies tailored to market needs
• Monitor and act on team KPIs to enhance satisfaction, resolution time, and retention
• Professional advice and support for our customers via phone, email, and (video) chat
• Processing orders, including all payment related topics, etc
• Supporting customer for technical product and assembly questions.
• Identify trends and proactively adjust customer service practices
• Coach and support Associate, Professional, and Senior CSMs through regular feedback and performance reviews
• Lead onboarding and skill development to support team growth
• Foster a culture of ownership, empathy, and professionalism
• Manage escalated customer cases, ensuring consistent, high-quality outcomes
• Work cross-functionally with Sales, Customer Service, and Product to address root causes
• Maintain and evolve process documentation and success playbooks
• Launch and manage initiatives to reduce churn and boost satisfaction
• Run pilot projects and experiment with proactive customer engagement strategies
• Track and report on the impact of initiatives to leadership

Requirements

• Strong leadership and performance management capabilities
• Experience in building and scaling success or escalation teams
• Proven skills in process design and impact measurement
• 6+ years in customer success, support, or similar roles, including 2+ years in a leadership role
• Fluent in a Scandinavian language (C2) and English (B2)
• Excellent customer orientation, communication, and teamwork skills
• Critical thinker with strong problem-solving abilities and strategic mindset
• Technically adept and quick to learn new systems
• Flexible, resilient, and thrives in a fast-paced, dynamic environment
• Skilled in complaint management, conflict resolution, and CRM tools

Benefits

• A dynamic international work environment in a rapidly growing company with many growth opportunities
• Central office location
• Hybrid work model (80% on-site | 20% remote)
• Ergonomic workstations and modern laptops
• Employee events (summer party, Christmas party, after-work gatherings)
• Access to the Corporate Benefits portal
• Employee discounts on PERGOLUX products
• Motivated and supportive colleagues who help each other
• Strong focus on professional development and skill-building
• Free drinks and snacks
• Employee referral program

We look forward to receiving your application and resume!

For more exciting insights into the PERGOLUX culture visit our Linkedin or Instagram page!

Please note that the position will be based in one of our offices in Berlin, Frankfurt or Oslo.