Offer summary

Qualifications:

Minimum 5 years of experience in client-facing operations or customer success, with 2 years in a leadership role., Background in e-commerce operations, preferably with Shopify and QuickBooks experience., Outstanding written and verbal communication skills are essential., Strong analytical and problem-solving skills, with attention to detail. Familiarity with the coffee industry is a plus..

Key responsibilities:

Own the end-to-end customer experience and define scalable customer success strategies.

Establish and track KPIs, processes, and team goals aligned with business objectives.

Build and mentor a high-performing customer success team, including support and service coordination.

Manage client onboarding, respond to inquiries, and lead communications related to logistics and returns.

Job description

Job Title: Head of Customer Success

Location: Remote (Global)
Company: Pro Coffee Gear

Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities

Customer Success Leadership

Own the end-to-end customer experience and define scalable customer success strategies to support growth.
Establish and track KPIs, processes, and team goals aligned with business objectives.
Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.

Sales Enablement & Channel Coordination

Enable the consultative sales process through client communications across email, SMS, and social platforms.
Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.
Support third-party and social commerce sales channels in coordination with marketing and sales teams.

Post-Sales Operations & Aftersales Support

Manage client onboarding and equipment setup, coordinating installations with technical service partners.
Respond to customer inquiries regarding product use, service needs, and ongoing support.
Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.

Shipping, Damage, and Returns Management

Lead customer communications related to logistics, damages, and return claims.
Work with logistics teams to ensure fast, clear resolutions and optimize related processes.

Process Improvement

Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

Qualifications

Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
Outstanding written and verbal communication skills.
Strong analytical and problem-solving skills with attention to detail.
Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.