Customer Service Team Lead - North America

As our Customer Service Team Lead for North America , you will own the end-to-end operational performance, people leadership, and continuous improvement of our regional Customer Service function. You will ensure an exceptional customer experience while proactively driving operational improvements through data, cross-functional collaboration, and strong leadership. At PERGOLUX, we are a premium outdoor-living brand dedicated to bringing Scandinavian-inspired design to backyards worldwide through an ambitious, innovative, and deeply collaborative culture. This is a hybrid position based in our Burnaby (Metrotown) office . Team members work from the office Monday through Thursday, with the flexibility to work remotely on Fridays. Employees also enjoy one week per year of remote work from anywhere within Canada. What You'll Do Lead, coach, and develop a distributed team of Customer Service Agents through regular 1:1s, structured performance reviews, and career development planning. Take full ownership of North American Customer Service KPIs—including NPS, CSAT, SLA adherence, response time, resolution time, productivity, and backlog—turning operational data into immediate actions and long-term improvement plans. Act as the operational owner for complex customer escalations, proactively identifying root causes and leading cross-functional improvements with Product, Logistics, Warehousing, Installation, Sales, and Technology teams. Build and scale a high-performing Customer Service organization by strengthening operational foundations, developing team capability, and ensuring long-term scalability while overseeing workforce planning, scheduling, and peak-season readiness. Drive operational excellence by continuously improving processes and maximizing the use of Zendesk, AI tools, reporting dashboards, and global SOPs. Operate with a high degree of autonomy, taking ownership of challenges by presenting solutions—not just identifying problems—and driving initiatives through to completion. What You'll Bring 3–5+ years of Customer Service experience, preferably in e-commerce, retail, consumer products, logistics, or another operationally complex environment. At least 2 years of direct people leadership experience managing distributed or multi-location teams. Proven track record of performance management, KPI ownership, and using root-cause analysis to translate operational data into measurable business improvements. Demonstrated ability to proactively solve operational challenges, lead change initiatives, manage complex customer escalations, and make sound decisions with minimal supervision. Hands-on experience with Zendesk (or a comparable Customer Service platform), reporting tools, spreadsheets, operational dashboards, and AI tools that improve productivity and customer experience. Exceptional written and verbal English communication skills, with the ability to communicate technical or operational topics clearly to both customers and internal stakeholders. Benefits Health insurance. Retirement Plan with matching options. Paid vacation and sick days. 1 week to work remote across Canada. A vibrant, international work environment built on collaboration and creativity. Growth opportunities in a fast-scaling e-commerce company. Team Culture & Events – Join a supportive, international team with regular events, summer parties, and after-work gatherings. Employee discounts on all PERGOLUX products. Comfort & Convenience – Free drinks and snacks to keep you fueled throughout the day. How to Apply To apply for this position, please visit our PERGOLUX Career Page or connect with us on PERGOLUX LinkedIn .