Senior Customer Success Specialist

Pergolux; Vancouver; On-site; CAD 75,000 - 95,000; Full time

Job summary

A progressive e-commerce company located in Vancouver is seeking a Senior Customer Success Specialist to lead complex escalations and improve the customer journey. Your role includes managing high-priority customer cases, working collaboratively with various teams, and analyzing customer insights for actionable improvements. This position offers opportunities for professional growth in a fast-paced, design-driven environment that values integrity and innovation.

Benefits

Comprehensive health insurance

Retirement plan options

Paid vacation and sick days

Collaborative work environment

Professional growth opportunities

Team culture & events

Employee discounts

Comfortable workspace

Qualifications

• 4+ years of experience in Customer Success or similar roles.
• C2-level English proficiency with exceptional communication skills.
• Proven ability to manage high-profile cases with professionalism.

Responsibilities

• Lead complex escalation management for high-priority customer cases.
• Partner with cross-functional teams to ensure escalations are resolved thoroughly.
• Design and analyze customer surveys to drive improvements.

Skills

Customer Success Management

Escalation Management

Analytical Skills

Communication

Negotiation

Job description

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.