Customer Success Specialist with Coffee Experience - Remote/Worldwide
Remote
Job Summary
Own the end-to-end customer experience by defining scalable strategies, establishing KPIs, and mentoring a team across support, aftersales, and service coordination. Enable consultative sales through client communications on email, SMS, and social platforms while overseeing quote and invoice creation in Shopify and QuickBooks. Manage client onboarding, equipment setups with technical partners, and inquiries regarding product use or ongoing support. Lead logistics, damages, and return claims to ensure fast resolutions, and facilitate additional orders for accessories or specialty items. Monitor operational pain points to identify automation opportunities and collaborate cross-functionally on process improvements. This strategic role drives satisfaction and loyalty within Pro Coffee Gear's rapidly growing e-commerce coffee equipment business.
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
- All applicants must submit their CV in English
Desired Qualifications
- Background in e-commerce operations
- Shopify experience
- QuickBooks experience
- Familiarity with professional coffee equipment or the specialty coffee industry
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