Senior Customer Experience Specialist
PERGOLUX
Vancouver
Job Description
As a Senior Customer Experience Specialist, you will lead complex escalation management, resolve high-priority customer cases, and drive strategic improvements across the customer journey. This role blends hands-on ownership of critical cases with insight-driven process optimization, ensuring that urgent issues are resolved while also shaping how PERGOLUX continuously elevates its customer experience at scale.You will join a collaborative, design-driven, and fast-growing international team where integrity, innovation, appreciation, and unity guide how we work. At PERGOLUX, premium products go hand in hand with premium service—and you will play a key role in protecting and strengthening that promise.
What You'll Do
Act as the final escalation point for VIP, high-value, and legally sensitive customer cases, ensuring alignment with internal risk and compliance frameworks.
Partner closely with Legal, Compliance, Product, Marketing, and Operations teams to resolve escalations thoroughly and capture cross-functional learnings.
Design, distribute, and analyze customer surveys to measure sentiment, NPS, and key experience drivers.
Translate customer insights into clear, actionable policy and process improvements that enhance the end-to-end customer journey.
Prepare and present quarterly customer insight reports, delivering targeted recommendations to internal stakeholders.
What You'll Bring
4+ years of experience in Customer Success, escalation management, or a comparable customer-facing role.
C2-level English proficiency with exceptional communication, negotiation, and conflict-resolution skills.
Proven ability to manage high-profile, complex, or sensitive cases with professionalism and sound judgment.
Strong analytical mindset, with the ability to turn qualitative and quantitative insights into meaningful business improvements.
A collaborative, proactive working style aligned with PERGOLUX's values of integrity, innovation, and unity.
Benefits
Comprehensive Health Insurance Coverage – Supporting your wellbeing and peace of mind.
Retirement Plan Options – Helping you plan for the future.
Paid Vacation and Sick Days – Take the time you need to recharge.
International Work Environment – Collaborate with diverse, passionate teams across multiple regions.
Professional Growth Opportunities – Develop your career in a rapidly scaling e-commerce company.
Team Culture & Events – Enjoy team-building activities, seasonal celebrations, and after-work gatherings.
Employee Discounts – Exclusive discounts on all PERGOLUX products.
Comfort & Convenience – A comfortable workspace with complimentary snacks and beverages.
How to Apply
Join us in shaping the future of premium outdoor living.
Apply through PERGOLUX LinkedIn or via our PERGOLUX Career Page.
Compensation Range: CA$65K - CA$75K
How to Apply
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