---
title: 'Customer Experience Specialist – Reviews & Social Care at Pergolux'
canonical: 'https://feeny.ai/job/customer-experience-specialist-reviews-social-care-pergolux-vancouver-nycm9rsqpza1'
type: 'job'
last_seen: '2026-10-30'
---

# Customer Experience Specialist – Reviews & Social Care at Pergolux

- **Company:** Pergolux
- **Location:** Vancouver, Canada
- **Compensation:** $58k–$65k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-29
- **Last confirmed live:** 2026-10-30
- **Apply:** https://jobs.ashbyhq.com/pergolux/2c2debca-1df1-4a45-820c-0cb314c8d5d5

## Job description

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 escalate 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.

How To Apply: To apply for this role, please submit your application through our official channels.

Learn more about us on the [PERGOLUX Career Page](https://www.linkedin.com/safety/go/?url=https%3A%2F%2Fpergolux%2Ede%2Fpages%2Fcareer%3Futm_source%3Dchatgpt%2Ecom&urlhash=FCxw&mt=0bcOpPZUaxcis6IYT-6G4hZ8NP6FplNJ1CVsreQYAH4prlJgAtHAuOtgxNbacKdjcIp99D0cz5bwLjXKW4tfI7h9NFKhVnYgxX5Q1ARs05HKw6N4wsAHRhWyyskWrgdyzMJtrubakXx9w25EGrOPiS4tUuFC8ED-KK72-ZyKkUH9lpsJXA&isSdui=true) and follow our updates on [PERGOLUX LinkedIn](https://de.linkedin.com/company/pergolux?utm_source=chatgpt.com).

## About Pergolux

## Company Overview
- **One-liner**: Pergolux sells aluminum pergolas and winter gardens directly to consumers, aiming to transform outdoor living spaces globally.
- **Entity Type**: Private (Funding not publicly disclosed)
- **Headquarters**: Berlin, Germany
- **Founded**: 2021
- **Founders**: Johannes Lauchenauer (Co‑founder & Chief Executive Officer)

## Core Business
- **Primary industry/industries**: Online and Mail Order Retail / E‑commerce for outdoor living products
- **Target customers**: B2C (homeowners and property owners looking for premium, easy‑to‑assemble pergola and winter garden solutions)
- **Mission or purpose statement**: “We increase people’s quality of living by providing the best outdoor living experience in the world!” [pergolux.de](https://pergolux.de/pages/ueber-uns)

## Products & Services
- **Aluminum Pergolas**: Modular, DIY‑friendly pergola systems available in multiple sizes and styles, designed for durability and easy assembly.
- **Winter Gardens**: Enclosed outdoor extensions that enable year‑round use of outdoor spaces.
- **Accessories & Add‑ons**: Optional side panels, lighting, heating, and other components to customise the outdoor space.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (privately held)
- **Key Metric**: Headcount of 152 employees (+78.2% YoY); total funding or annual revenue not publicly reported, but company states it is “on the Autobahn to a billion EUR yearly revenue”. [pergolux.careers](https://pergolux.careers/)
- **Notable Investors/Partners**: No external investors or strategic partners publicly named.
- **Growth Signals**:
  - Workforce grew 78.2% year‑over‑year (from 59 to 152 employees). [linkedin.com/company/pergolux](https://www.linkedin.com/company/pergolux)
  - Monthly web traffic increased 159.1% year‑over‑year (210,902 monthly visits). [linkedin.com/company/pergolux](https://www.linkedin.com/company/pergolux)
  - Active job postings: 28 (down 26.3% month‑over‑month, but up 16.7% year‑over‑year). [linkedin.com/company/pergolux](https://www.linkedin.com/company/pergolux)
  - Headquartered in Berlin with offices in 14 countries including the US, UK, Canada, Chile, Norway, and Australia. [linkedin.com/company/pergolux](https://www.linkedin.com/company/pergolux)

## Competitive Advantages
- **Norwegian design heritage** combined with a direct‑to‑consumer e‑commerce model that keeps prices fair.
- **DIY‑friendly assembly** – products are engineered for customers to build themselves, reducing installation costs.
- **Global scale with local hubs** – physical offices in key markets allow for rapid customer support and logistics.
- **High growth momentum** – fast‑scaling team, rising web traffic, and ambitious revenue targets signal a strong market position.

## Strategic Focus
- **Global expansion**: Already operating in 14 countries, with continued hiring across sales, marketing, and operations to penetrate new markets.
- **Operational scaling**: Investing in logistics, warehousing, and order management to support rapid order volume growth.
- **Product innovation**: Iterating on pergola designs and accessories to maintain a competitive edge in outdoor living.

## Why Work Here
- **Culture**: “Move fast, break things” – a dynamic, fast‑paced environment where change is constant and employees are encouraged to take ownership and iterate quickly. [pergolux.careers](https://pergolux.careers/)
- **Work policy**: Predominantly onsite – 4 days per week in the office (8:30am – 5:00pm). Some teams/locations offer flexible hybrid or remote options (e.g., one week per year working from anywhere). [pergolux.careers](https://pergolux.careers/)
- **Visa/relocation**: The company does not offer work visa sponsorship or relocation assistance at this time. [pergolux.careers](https://pergolux.careers/)
- **Perks & benefits**: Team breakfasts, vibrant workplace, competitive compensation, and the chance to contribute to a business targeting €1B in revenue.
- **Hiring philosophy**: “We hire based on talent, not on experience.” Emphasis on drive, versatility, and adaptability over domain knowledge (e.g., “As long as you can spell pergolas, we can teach you the rest”). [pergolux.careers](https://pergolux.careers/)
- **Employee rating**: 4.3/5.0 (13 reviews) – Culture: 4.4, Career: 4.3, Compensation: 4.0, Work‑Life: 3.9. [linkedin.com/company/pergolux](https://www.linkedin.com/company/pergolux)

## Sources
1. [pergolux.careers](https://pergolux.careers/) – Careers site with FAQ, culture, and hiring process.
2. [linkedin.com/company/pergolux](https://www.linkedin.com/company/pergolux) – Company profile with employee count, growth, offices, and tech stack.
3. [builtin.com/company/pergolux](https://builtin.com/company/pergolux) – Job listings and office details.
4. [pergolux.de/pages/ueber-uns](https://pergolux.de/pages/ueber-uns) – About page with mission and values.
5. [pergolux.de](https://pergolux.de/) – Homepage with product overview.

## Other roles at Pergolux

- [E-Commerce Operations Specialist](https://feeny.ai/job/e-commerce-operations-specialist-pergolux-vancouver-tbn7mjjvjs0m) — Vancouver, Canada
- [Warranty & Claims Specialist](https://feeny.ai/job/warranty-claims-specialist-pergolux-waterbury-office-mmtrtg5c5fyq) — Waterbury Office, United States
- [Verkaufs und Einrichtungsberater – Flagship Store (m/w/d)](https://feeny.ai/job/verkaufs-und-einrichtungsberater-flagship-store-m-w-d-pergolux-leipzig-ak0454ek5ydp) — Leipzig, Germany
- [Verkaufsberater Showroom (m/w/d)](https://feeny.ai/job/verkaufsberater-showroom-m-w-d-pergolux-leipzig-ghc6khf3c66p) — Leipzig, Germany
- [Senior Verkaufsberater Showroom (m/w/d)](https://feeny.ai/job/senior-verkaufsberater-showroom-m-w-d-pergolux-leipzig-an5w0smd0pj3) — Leipzig, Germany
- [Head of Sales](https://feeny.ai/job/head-of-sales-pergolux-vancouver-3mz7fsn8exv4) — Vancouver, Canada
- [Customer Service Representative](https://feeny.ai/job/customer-service-representative-pergolux-vancouver-m6c1ggdx609s) — Vancouver, Canada
- [Procurement Manager](https://feeny.ai/job/procurement-manager-pergolux-frankfurt-f2agz5t8bqgv) — Frankfurt
- [Operations Process & Systems Manager](https://feeny.ai/job/operations-process-systems-manager-pergolux-frankfurt-wa4cr1kbtqcp) — Frankfurt
- [Team Lead Supply Chain](https://feeny.ai/job/team-lead-supply-chain-pergolux-frankfurt-t847vkphsfqq) — Frankfurt