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 LinkedIn or via our PERGOLUX Career Page.