Customer Service Team Lead

Customer Service Team Lead at PERGOLUX

As Customer Service Team Lead, you will own and shape the entire customer experience organization for one of PERGOLUX’s most important markets, the DACH region. This role combines strategic leadership with hands-on execution—driving service excellence, operational scalability, and customer loyalty while building a high-performing, motivated team.

At PERGOLUX, you’ll work in an ambitious, international environment where ownership, innovation, and collaboration define how we grow and win together.

What You’ll Do

• Lead and develop the DACH Customer Service team across all channels (phone, email, video), ensuring consistently premium customer experiences.
• Define, implement, and continuously improve Customer Service and Customer Success strategies, with the goal of making PERGOLUX a market leader in the DACH region.
• Own and monitor key performance metrics including customer satisfaction, resolution time, retention, and churn—turning insights into action.
• Manage complex escalations and critical cases, working cross-functionally with Legal, Sales, Operations, and Product to resolve root causes.
• Drive operational excellence by optimizing processes, documentation, systems, and pilot initiatives that measurably improve service quality and efficiency.

What You’ll Bring

• 6+ years of experience in Customer Service, Customer Success, or related fields, including at least 2 years in a leadership role.
• Proven experience building and managing high-performing CS or escalation teams in a structured, KPI-driven environment.
• Strong ability to scale service operations, implement processes, and lead change in fast-paced organizations.
• Native-level German (C2) and strong business-level English, with confident communication across stakeholders.
• Hands-on experience with CS and e-commerce tools (e.g. Zendesk, Shopify, CRM systems) and a data-driven management mindset.

Benefits

• Competitive Salary & Bonus Structure – Your success is rewarded with strong compensation and performance-based bonuses.
• Real Ownership – Take meaningful responsibility in your role and directly influence key business outcomes.
• International Team – Collaborate with passionate colleagues across Europe, gaining exposure to diverse perspectives and ideas.
• Outdoor Lifestyle Discounts – Enjoy exclusive discounts on PERGOLUX products.
• Fast-Track Career Opportunities – As we scale quickly, you’ll have significant opportunities to grow into senior leadership roles.
• Team Culture – Be part of regular team events, retreats, and a culture that celebrates wins—big and small.
• Bike Leasing Program – Benefit from a sustainable and cost-effective bike leasing option to support commuting and an active lifestyle.

Key skills/competency

• Customer Service Leadership
• Customer Experience (CX)
• DACH Market Expertise
• Team Management & Development
• Strategic Planning
• KPI Monitoring & Analysis
• Escalation Management
• Process Optimization
• Zendesk & CRM Systems
• Native German (C2)