Loading...
SeniorFull-timeGo
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Experience Specialist to join our team at PERGOLUX. This role focuses on leading complex escalation management, resolving high-priority customer cases, and driving strategic improvements across the customer journey.
Key Responsibilities
- →Act as the final escalation point for VIP, high-value, and legally sensitive customer cases
- →Partner closely with Legal, Compliance, Product, Marketing, and Operations teams to resolve escalations
- →Design, distribute, and analyze customer surveys to measure sentiment, NPS, and key experience drivers
- →Translate customer insights into clear, actionable policy and process improvements
- →Prepare and present quarterly customer insight reports to internal stakeholders
Requirements
- ✓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
Free to sign up. Takes 30 seconds.
