Customer Service Team Lead DACH

Pergolux; Frankfurt; Vor Ort; EUR 65.000 - 85.000; Vollzeit

Zusammenfassung

A leading customer experience organization in Frankfurt is seeking a Customer Service Team Lead (DACH) to enhance customer experiences across all channels. The ideal candidate has over 6 years in customer service, with a proven leadership background in high-performing teams. Responsibilities include strategy improvement and monitoring performance metrics. This role offers competitive compensation, opportunities for growth, and a collaborative international team culture.

Leistungen

Competitive Salary & Bonus Structure

Real Ownership

International Team

Outdoor Lifestyle Discounts

Fast-Track Career Opportunities

Team Culture

Bike Leasing Program

Qualifikationen

• 6+ years of experience in Customer Service or related fields, with at least 2 years in a leadership role.
• Experience building and managing high-performing customer service teams in a KPI-driven environment.
• Ability to implement processes and lead change in fast-paced organizations.

Aufgaben

• Lead and develop the Customer Service team ensuring premium customer experiences.
• Define and continuously improve Customer Service strategies.
• Monitor key performance metrics like customer satisfaction and retention.

Kenntnisse

Leadership in Customer Service

KPI-driven management

Native-level German (C2)

Business-level English

Data-driven mindset

Tools

Zendesk

Shopify

CRM systems

Jobbeschreibung

As Customer Service Team Lead (DACH), you will own and shape the entire customer experience organization for one of PERGOLUX’s most important markets. 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.

Interested?
We’d love to hear from you. Apply now and help make PERGOLUX the gold standard for customer experience.

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