What is the salary for this Senior Customer Success Specialist role?

Salary information is not publicly listed for this position. Apply directly to discuss compensation with Pergolux.

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This is an on-site position at Pergolux located in Remote.

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Pergolux is actively hiring for Support roles. Visit the company page to see all open positions and learn more about working at Pergolux.

Senior Customer Success Specialist

Pergolux Remote 2 days ago

support

As a Senior Customer Success Specialist, you will lead complex escalation management, resolve high-priority customer cases, and drive strategic improvements across our customer journey. You’ll blend hands-on case leadership with insight-driven process optimization, ensuring that critical issues are resolved while shaping how PERGOLUX continuously improves its customer experience. You will join a collaborative, design-driven, and fast-growing team where integrity, innovation, and unity guide everything we do at PERGOLUX.

What You’ll Do

Serve as the final escalation point for VIP, high-value, and legally sensitive customer cases while ensuring alignment with internal risk frameworks.
Partner with legal, compliance, product, and marketing teams to ensure escalations are resolved thoroughly and cross-functional learnings are captured.
Design, distribute, and analyze customer surveys to understand sentiment, NPS, and key experience drivers.
Translate customer insights into clear, actionable policy and process improvements that enhance the customer journey at scale.
Prepare and present quarterly customer insight reports and deliver targeted recommendations to internal teams.

What You’ll Bring

4+ years of experience in Customer Success, escalation management, or a similar customer-facing role.
C2-level English proficiency with exceptional communication, negotiation, and conflict-resolution abilities.
Proven ability to manage high-profile or sensitive cases with professionalism and sound judgment.
Strong analytical mindset with the ability to interpret qualitative and quantitative insights into business improvements.
A collaborative, proactive working style that aligns with PERGOLUX’s values of integrity, innovation, and unity.

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.