What are the responsibilities and job description for the Associate Customer Success Manager position at Pergolux GmbH?
Associate Customer Success Manager
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 15 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 work environment with amazing colleagues – you've come to the right place!
We make the dream possible. Be part of our dream team!
Benefits
- A dynamic, international work environment within a rapidly growing company, offering many opportunities for personal and professional growth.
- Healthcare benefits
- Fun and engaging employee events (summer parties, Christmas celebrations, after-work gatherings, etc.).
- Exclusive discounts on PERGOLUX products.
- Motivated and supportive colleagues who value teamwork and collaboration.
- A strong emphasis on professional development and skill-building opportunities.
- An employee referral program with rewards for helping us find great talent.
Tasks
- Handle first-level escalations and requests with empathy and clarity.
- De-escalate and resolve customer concerns with follow-up communication to ensure satisfaction.
- Contact customers proactively in the event of order delays, shipping issues, or concerns with delivery.
- Monitor and respond to negative online reviews (Trustpilot, Google, BBB, etc.) with thoughtful outreach.
- Collaborate closely with our Customer Service and Logistics teams to ensure seamless resolution of issues.
- Keep accurate documentation and escalate unresolved issues with proper background notes.
- Help maintain PERGOLUX’s reputation by turning negative experiences into positive outcomes.
Requirements
- Fluent English communication (C1 level).
- At least 1–2 years of experience in a customer-facing support or success role.
- Patience, empathy, and the ability to remain calm and solution-oriented in tough situations.
- Confidence using communication tools and CRM platforms (training provided).
- Desire to build relationships with customers and contribute to long-term satisfaction.
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
Job Type: Full-time
Benefits:
- Employee discount
Work Location: In person
