Customer Experience Specialist – Reviews & Social Care

PERGOLUX; Vancouver; Presencial; CAD 58.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement plan

Paid vacation

Global team environment

Growth opportunities

Team events

Employee discounts

Snacks & beverages

Descripción de la vacante

PERGOLUX GmbH is seeking a Customer Experience Specialist – Reviews & Social Care to own monitoring, response coordination, and resolution follow-through for customer feedback across our US market. You will deliver thoughtful, timely service communication, de-escalate sensitive issues, and turn recurring customer feedback into operational improvements.

At PERGOLUX, we create Scandinavian-inspired outdoor living solutions with integrity, ambition, innovation, humility, appreciation and unity.

Formación

• 3+ years in customer experience or online reputation management.
• Proven success in improving review ratings and handling complaints.
• Excellent written and verbal English communication.
• Strong problem-solving, de-escalation, and negotiation skills.
• Experience using CRM or ticketing systems and managing customer interactions across review and social platforms.
• Strong organizational skills and attention to detail.
• Ability to collaborate across departments and drive issue resolution.
• Analytical mindset to interpret feedback and drive improvements.

Responsabilidades

• Own online reputation improvement strategies and drive measurable review score improvements.
• Monitor and manage customer reviews across Trustpilot, Google Reviews, BBB, Judge.me, Facebook, Instagram, etc.
• Write timely, empathetic public responses reflecting brand values and privacy guidelines.
• Handle sensitive complaints and coordinate service recovery with approvals as needed.
• Link customer complaints to Zendesk tickets; coordinate with CS, Claims, Logistics, Product, Marketing.
• Track unresolved complaints and follow up every two working days; document resolutions.
• Identify critical complaints with potential legal/safety/reputational risks.
• Analyze feedback trends and platform ratings to identify recurring issues and propose improvements.
• Provide monthly reports on review performance and customer sentiment.
• Partner with internal teams to improve the customer experience and online reputation.

Conocimientos

Online reputation management

Customer experience

Negotiation

De-escalation

English communication

CRM & ticketing

Cross-functional collaboration

Analytical mindset

Herramientas

Zendesk

CRM systems

Descripción del empleo

As a Customer Experience Specialist – Reviews & Social Care, you will own the monitoring, public response coordination, and resolution follow-through for customer feedback across our US market. You will deliver thoughtful, timely service communication, de-escalate sensitive issues, and turn recurring customer feedback into operational improvements.

At PERGOLUX, we create Scandinavian-inspired outdoor living solutions, guided by Integrity, Ambition, Innovation, Humility, Appreciation, and Unity.

What You'll Do

• Own and execute online reputation improvement strategies, driving measurable improvements in public review scores through service recovery, negotiation, and cross-functional collaboration.
• Monitor and manage customer reviews and actionable feedback across Trustpilot, Google Reviews, BBB, Judge.me, Facebook, Instagram, and other relevant platforms.
• Write timely, empathetic, and professional public responses that reflect our brand values, protect customer privacy, and follow platform guidelines.
• Handle sensitive complaints and lead service recovery coordination, working toward positive customer outcomes while respecting established approval processes.
• Connect customer complaints and social media inquiries to Zendesk tickets, coordinating with Customer Service, Claims, Logistics, Product, and Marketing teams to ensure effective resolution.
• Track unresolved complaints, follow up at least every two working days, and ensure commitments and resolutions are properly documented.
• Identify and elevate critical complaints, including potential legal, safety, or reputational risks.
• Analyze customer feedback, review trends, and platform ratings to identify recurring issues and recommend improvements.
• Provide monthly reports on review performance, customer sentiment, rating improvements, and opportunities for operational improvement.
• Partner with internal teams to improve the customer experience and strengthen our online reputation.

What You'll Bring

• Approximately 3+ years of experience in customer experience, online reputation management, complaint resolution, or social customer support.
• Proven experience in online reputation management, with demonstrated success improving review ratings and strong negotiation and complaint resolution skills.
• Excellent written and verbal English communication skills, with the ability to manage sensitive customer situations professionally and empathetically.
• Strong problem-solving, de-escalation, and negotiation skills, with a customer‑focused approach.
• Experience using CRM or ticketing systems and managing customer interactions across review and social media platforms.
• Strong organizational skills, attention to detail, and the ability to manage multiple cases and priorities.
• Ability to collaborate across departments and take ownership of customer issues from initial contact through resolution.
• An analytical mindset, with the ability to interpret customer feedback and identify opportunities to improve satisfaction and public ratings.

Nice to Have

• Experience in e-commerce, consumer goods, home improvement, or supporting US customers.
• Familiarity with Trustpilot, BBB, Google Reviews, Judge.me, or Zendesk.
• Experience managing online reputation improvement initiatives and tracking platform-specific performance metrics.
• Spanish language proficiency.

What Success Looks Like

• Improved Online Reputation: Measurable improvement in review ratings against platform‑specific targets established from current scores.
• Effective Complaint Resolution: Consistent follow‑through on customer complaints, with timely coordination and resolution.
• Response Quality & Timeliness: Professional, empathetic, and timely responses across assigned platforms.
• Proactive Reputation Management: Identification of recurring issues and implementation of practical strategies to improve customer feedback.
• Cross‑Functional Collaboration: Strong coordination with internal teams to address root causes and improve the overall customer experience.

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.

Compensation Range: CA$58K - CA$65K