🇨🇦 — Customer Service Specialist (US Market)

Pergolux • Vancouver, BC

12d • Onsite

About The Position

As a Customer Service Specialist for the US Market, you will serve as the primary voice of our brand from our Vancouver office, ensuring every American customer interaction is handled with empathy, precision, and a solution-oriented mindset. Operating fully in English, your role is critical in maintaining our high standards of service, managing the end-to-end customer journey from initial inquiry to post-delivery support, and directly impacting our customer retention and brand reputation. At PERGOLUX, you will join a high-growth, Scandinavian-inspired environment where our culture of Unity and Innovation empowers you to take initiative and grow alongside a passionate global team.

Requirements

• 2 - 4 years of experience in customer service or a related field, preferably within e-commerce or home improvement.
• Exceptional written and verbal communication skills in Englisch with the ability to maintain a premium and friendly tone.
• A tech-savvy mindset with the ability to quickly master tools like Zendesk, Shopify, and internal CRM platforms.
• Strong organizational skills and the ability to multitask effectively across multiple communication channels simultaneously.
• A collaborative and empathetic spirit that aligns with PERGOLUX’s core values of Integrity and Appreciation.

Responsibilities

• Deliver responsive, professional assistance across phone, chat, and email to resolve inquiries and service issues with clarity.
• Manage the full order lifecycle, including modifications, tracking, and coordinating with logistics partners to resolve delivery delays.
• Develop deep product fluency to provide expert advice and first-level technical troubleshooting for our premium pergola systems.
• Maintain meticulous records within Zendesk and Shopify, ensuring all customer data and case histories are accurately documented.
• Collaborate cross-functionally with Sales and Technical teams to provide feedback that informs product and service improvements.

Benefits

• A vibrant, international work environment built on collaboration and creativity.
• Growth opportunities in a fast-scaling e-commerce company.
• Team Culture & Events – Join a supportive, international team with regular events, summer parties, and after-work gatherings.
• Employee discounts on all PERGOLUX products.
• Comfort & Convenience – Free drinks and snacks to keep you fueled throughout the day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed