Top Benefits
About the role
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.
About Pergolux
PERGOLUX is a rapidly growing e-commerce company in the outdoor living sector, specialised in pergolas. Founded in Norway, PERGOLUX is constantly seeking growth opportunities. We are currently operational in 15 countries, with plans to expand further, and we are constantly on the lookout for motivated people!
Are you ambitious, constantly looking for growth opportunities and love e-commerce? Then we’d love to have a chat with you!
Top Benefits
About the role
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.
About Pergolux
PERGOLUX is a rapidly growing e-commerce company in the outdoor living sector, specialised in pergolas. Founded in Norway, PERGOLUX is constantly seeking growth opportunities. We are currently operational in 15 countries, with plans to expand further, and we are constantly on the lookout for motivated people!
Are you ambitious, constantly looking for growth opportunities and love e-commerce? Then we’d love to have a chat with you!