Head of Customer Success
Remote
Job Summary
Lead and evolve the global customer experience function by defining scalable strategies, establishing KPIs, and managing a team across support, aftersales, and service coordination. Own end-to-end customer journeys, including client onboarding, equipment setup, and resolving inquiries regarding product use, damages, and returns. Enable consultative sales through direct communications and oversee quote/invoice creation using Shopify and QuickBooks while coordinating third-party channels. Monitor operational pain points to identify automation opportunities and collaborate cross-functionally to streamline processes. Manage logistics, damage claims, and return resolutions to ensure fast, clear outcomes. Submit CVs in English only.
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.