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