Customer Experience Specialist – Reviews & Social Care

The role

You will own the monitoring, public response coordination, and resolution follow-through for customer feedback across the US market. You will manage online reputation, handle sensitive complaints, and analyze feedback to recommend operational improvements.

What you will do

• Execute online reputation improvement strategies to drive review scores.
• Monitor customer reviews and feedback across various platforms.
• Write professional public responses that follow platform guidelines.
• Handle sensitive complaints and lead service recovery coordination.
• Connect social media inquiries to Zendesk tickets.
• Coordinate with Customer Service, Claims, Logistics, Product, and Marketing teams.
• Track unresolved complaints and follow up every two working days.
• Identify and escalate critical complaints regarding legal, safety, or reputational risks.
• Analyze customer feedback and review trends to identify recurring issues.
• Provide monthly reports on review performance and customer sentiment.

Required qualifications

• Approximately 3+ years of experience in customer experience, online reputation management, complaint resolution, or social customer support.
• Proven experience in online reputation management with success improving review ratings.
• Strong negotiation and complaint resolution skills.
• Excellent written and verbal English communication skills.
• Strong problem-solving, de-escalation, and negotiation skills.
• Experience using CRM or ticketing systems.
• Experience managing customer interactions across review and social media platforms.
• Strong organizational skills and attention to detail.
• Ability to collaborate across departments and take ownership of customer issues.
• An analytical mindset to interpret customer feedback.

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.

Benefits

• Comprehensive health insurance coverage.
• Retirement plan options.
• Paid vacation and sick days.
• An international, collaborative work environment.
• Professional growth opportunities.
• 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.

About the company

PERGOLUX creates Scandinavian-inspired outdoor living solutions, guided by Integrity, Ambition, Innovation, Humility, Appreciation, and Unity.