Customer Experience Specialist – Reviews & Social Care

Job title: 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.