Senior Customer Experience Specialist

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.

• 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.

• 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.

• 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.

Join us in shaping the future of premium outdoor living.

Apply through PERGOLUX Linked In or via our PERGOLUX Career Page
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Compensation Range: CA $65K - CA $75K