Job Description

Location


Vancouver Office
Employment Type


Full time
Location Type


On-site
Department


Customer Experience

If you're eager to drive growth, support customers across global markets, and make a lasting impact in the world of outdoor living -- this is the place to be.
As a

Customer Success Specialist at PERGOLUX

, you'll be the key link between our customers, product teams, and logistics partners -- ensuring a seamless experience from first inquiry to post-installation satisfaction. You'll manage escalations, optimize processes, and help customers turn their dream outdoor spaces into reality.

Responsibilities

Serve as the primary contact for technical requests between Product Development and Customer Service. Act as the liaison between Customer Service, Logistics, and the Warehouse, ensuring smooth day-to-day operations. Prioritize orders across Customer Service and Marketing to align with business goals. Manage communication with installation partners to ensure successful on-site delivery and setup. Handle second-level customer escalations with professionalism and empathy. Process refund requests and manage payment disputes efficiently and transparently. Lead weekly Customer Service meetings and provide one-on-one support for complex cases. Conduct onboarding sessions and product training for new Customer Service team members.

Qualifications

2-3 years of experience in customer success, account management, or a similar role. Excellent written and verbal communication skills in English; additional languages are a plus. Strong organizational and prioritization abilities in a dynamic environment. Technical understanding and a solution-oriented mindset. Experienced in complaint handling, conflict resolution, and process optimization. Skilled at building lasting customer relationships through empathy and active listening. Familiarity with CRM systems and customer journey mapping. Proactive, self-motivated, and adaptable to changing priorities.

Benefits at PERGOLUX

High Impact & Growth

- Shape PERGOLUX's customer experience and grow your career in a fast-scaling global brand.

Competitive Compensation

Team Culture & Events

- Join a supportive, international team with regular events, summer parties, and after-work gatherings. *

Comfort & Convenience

- Free drinks and snacks to keep you fueled throughout the day.