Customer Experience Specialist - Reviews & Social Care

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 elevate 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.
Compensation Range: CA$58K - CA$65K
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