Global Customer Excellence QA Specialist (Berlin, Germany)

Global Customer Excellence QA Specialist

Company Overview

PERGOLUX flips the script on lifestyle e-commerce. We’re young. We’re energetic. We’ve thrown out the stuffiness, the tradition, the rulebook, and replaced it with something radical. We move fast. We innovate. We iterate. We fail spectacularly and we try a different approach. This business isn’t about providing people with a shady place to hang outside. It’s about growing, developing, and redefining how the e-commerce game is played. Change is a constant. Nothing but our pergolas last forever. At PERGOLUX, you’ll work in a collaborative, international environment driven by ambition, innovation, and a shared commitment to excellence in everything we deliver to our customers. Pergonauts are the people of PERGOLUX: ambitious explorers, builders, and problem-solvers on a mission to redefine outdoor living for homes around the world. What started in Norway as a spark to transform outdoor living has turned into a rocket-fuelled mission expanding across continents, climates, and cultures. Pergonauts dream big, build fast, and turn everyday backyards into extraordinary spaces where people actually want to live.

Job Summary

You will own and scale a global quality assurance framework that ensures consistent, high-quality customer experiences across all markets. This role sits at the intersection of data, process, and people—turning QA insights into concrete coaching, training, and operational improvements with measurable impact.

Key Responsibilities

• Own and operate the global Customer Service QA framework, acting as the single point of accountability for quality governance across all markets.
• Design, maintain, and continuously calibrate AI-driven QA scorecards to ensure fairness, consistency, and actionable insights.
• Lead regular calibration sessions with local markets, Customer Service leaders, and Team Leads to align quality standards.
• Translate QA findings into clear recommendations for coaching, training, and process improvements that elevate customer experience.
• Track quality trends, procedural deviations, and financial leakage (refunds, discounts), and report insights to key stakeholders.

Requirements / Qualifications

• 3–6+ years of experience in Customer Service QA, Service Operations, or CX Quality roles within a multi-market environment.
• Hands-on expertise in QA frameworks, scorecard design, and calibration, with a strong analytical and structured mindset.
• Confidence working with data and reporting (Excel and basic BI), and familiarity with Zendesk or comparable CS tools.
• Proven ability to manage stakeholders across different markets and seniority levels, with clear written and verbal English communication.
• High ownership, accountability, and a pragmatic, solution-oriented approach—comfortable constructively challenging existing processes.

Location

Berlin | Global Team, Location Type On-site

Employment Type

Full time

Salary & Benefits

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.

Application Process

If you’re excited to shape global quality standards and drive measurable improvements in customer experience, we’d love to hear from you. Apply via our PERGOLUX Career Page and learn more about life at PERGOLUX on our PERGOLUX LinkedIn.