Become the Customer Service Team Lead at PERGOLUX in Burnaby, BC. Focus on operational excellence and leadership in a hybrid work setup while enhancing customer satisfaction.

In this position, you will lead the North American Customer Service team, ensuring performance aligns with company standards. Your responsibilities will include data-driven decision making, performance management, and coaching. Facilitate continuous workflow improvements while managing escalations and operational complexities across various functions.

Key Responsibilities:

- Develop and mentor a team of Customer Service Agents
- Own and drive key performance indicators for North America
- Solve complex escalations by identifying root causes
- Scale operational foundations for high performance
- Leverage Zendesk and AI tools for process improvements

Requirements:

- 3–5+ years in Customer Service roles
- At least 2 years of people leadership experience
- Solid KPI management skills
- Proficient in Zendesk and reporting tools
- Exceptional communication skills in English

Lead customer service initiatives and transform team performance at PERGOLUX, a premium brand.

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📌 Customer Service Manager Hybrid Role (Vancouver)
🏢 PERGOLUX
📍 Vancouver