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Senior Customer Success Specialist

1 hour ago

Vancouver, British Columbia, Canada Pergolux Full time

As a Senior Customer Success Specialist, you will lead complex escalation management, resolve high-priority customer cases, and drive strategic improvements across our customer journey. You'll blend hands-on case leadership with insight-driven process optimization, ensuring that critical issues are resolved while shaping how PERGOLUX continuously improves its customer experience. You will join a collaborative, design-driven, and fast-growing team where integrity, innovation, and unity guide everything we do at PERGOLUX.


What You'll Do

  • Serve as the final escalation point for VIP, high-value, and legally sensitive customer cases while ensuring alignment with internal risk frameworks.

  • Partner with legal, compliance, product, and marketing teams to ensure escalations are resolved thoroughly and cross-functional learnings are captured.

  • Design, distribute, and analyze customer surveys to understand sentiment, NPS, and key experience drivers.

  • Translate customer insights into clear, actionable policy and process improvements that enhance the customer journey at scale.

  • Prepare and present quarterly customer insight reports and deliver targeted recommendations to internal teams.

What You'll Bring

  • 4+ years of experience in Customer Success, escalation management, or a similar customer-facing role.

  • C2-level English proficiency with exceptional communication, negotiation, and conflict-resolution abilities.

  • Proven ability to manage high-profile or sensitive cases with professionalism and sound judgment.

  • Strong analytical mindset with the ability to interpret qualitative and quantitative insights into business improvements.

  • A collaborative, proactive working style that aligns with PERGOLUX's values of integrity, innovation, and unity.

Benefits

  • Comprehensive health insurance coverage.

  • Retirement plan options.

  • Paid vacation and sick days.

  • An international, collaborative work environment that values creativity and innovation.

  • Professional growth opportunities in a rapidly scaling e-commerce company.

  • Team culture & events including team-building activities, seasonal celebrations, and after-work gatherings.

  • Employee discounts on all PERGOLUX products.

  • Comfortable workspace with complimentary snacks and beverages.

How to Apply

Join us in shaping the future of premium outdoor living. Apply through our
PERGOLUX LinkedIn
PERGOLUX Career Page