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
• Robust 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