Head of Customer Success
RemotePakistan
Job Summary
Own the end-to-end customer experience by defining scalable strategies, establishing KPIs, and leading 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 installations, and inquiries regarding product use, service needs, and accessory sourcing. Lead logistics communications for shipping, damages, and returns, collaborating with teams to optimize processes. Monitor operational pain points to identify automation opportunities and implement cross-functional improvements. 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
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