Customer Success
Pro Coffee Gear
Job Level
Mid-LevelSenior
About the role
- 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
- 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
- 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
- Lead customer communications related to shipping, damages, and return claims and work with logistics teams to resolve issues
- 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
Requirements
- Minimum 5 years of experience in a client-facing operations or customer success role
- 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
- Ability to communicate across email, SMS, and social platforms
- Experience coordinating with logistics, technical service partners, marketing, and sales teams
- CV must be submitted in English
