Head of Customer Success
RemotePhilippines
Job Summary
Own the end-to-end customer experience and define scalable strategies to support growth, establishing KPIs and processes aligned with business objectives. Build, manage, and mentor a high-performing team across support, aftersales, and service coordination. Enable consultative sales through client communications on email, SMS, and social platforms while overseeing accurate quote and invoice creation using Shopify and QuickBooks. Manage client onboarding, equipment setup, and inquiries regarding product use or service needs, facilitating additional orders for accessories or specialty items. Lead communications on logistics, damages, and return claims, collaborating with technical partners and logistics teams to optimize resolutions. Monitor operational pain points to identify automation opportunities and collaborate cross-functionally to streamline internal efficiency and enhance the client experience.
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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.