Customer Success - Remote/Worldwide
Remote
Job Summary
Lead the end-to-end customer experience by defining scalable strategies, establishing KPIs, and managing a high-performing team across support, aftersales, and service coordination. Drive consultative sales through client communications via email, SMS, and social platforms while overseeing quote and invoice creation using Shopify and QuickBooks. Manage client onboarding, equipment setup, and installations with technical partners, responding to inquiries about product use and service needs. Facilitate additional orders for accessories, filters, and specialty parts, and lead communications regarding logistics, damages, and return claims. Monitor operational pain points to identify automation opportunities and collaborate cross-functionally on process improvements. This strategic role supports Pro Coffee Gear's growth in the specialty coffee equipment industry within a remote-first, globally distributed team.
Required Qualifications
- Minimum 5 years of experience in a client-facing operations or customer success role
- At least 2 years in a leadership capacity
- Outstanding written and verbal communication skills
- Strong analytical and problem-solving skills with attention to detail
Desired Qualifications
- Background in e-commerce operations
- Shopify experience
- QuickBooks experience
- Familiarity with professional coffee equipment or the specialty coffee industry
- CV in English
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