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!

www.linkedin.com/company/pergolux

www.instagram.com/pergolux\_career

PERGOLUX

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