Head of Customer Success
Head of Customer Success
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Job Description
Job Title: Head of Customer Success
Location: Remote (Global)
Company: Pro Coffee Gear
Pro Coffee Gear is a rapidly growing ecommerce 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
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Own the endtoend customer experience and define scalable customer success strategies to support growth.
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Establish and track KPIs processes and team goals aligned with business objectives.
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Build manage and mentor a highperforming customer success team including support aftersales and service coordination.
Sales Enablement & Channel Coordination
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Enable the consultative sales process through client communications across email SMS and social platforms.
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Oversee accurate and timely quote and invoice creation using Shopify QuickBooks and other tools.
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Support thirdparty and social commerce sales channels in coordination with marketing and sales teams.
PostSales Operations & Aftersales Support
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Manage client onboarding and equipment setup coordinating installations with technical service partners.
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Respond to customer inquiries regarding product use service needs and ongoing support.
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Facilitate additional orders of accessories filters or parts including sourcing specialty items not listed online.
Shipping Damage and Returns Management
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Lead customer communications related to logistics damages and return claims.
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Work with logistics teams to ensure fast clear resolutions and optimize related processes.
Process Improvement
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Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
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Collaborate crossfunctionally to implement improvements that enhance internal efficiency and client experience.
Qualifications
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Minimum 5 years of experience in a clientfacing operations or customer success role with at least 2 years in a leadership capacity.
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Background in ecommerce operations; Shopify and QuickBooks experience strongly preferred.
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Outstanding written and verbal communication skills.
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Strong analytical and problemsolving skills with attention to detail.
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Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.
What We Offer
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A remotefirst globally distributed team and flexible work environment.
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The opportunity to lead a highimpact function within a fastgrowing brand.
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A collaborative passionate culture driven by innovation and a love for coffee.
Important: All applicants must submit their CV in English. Submissions in other languages will not be considered.
Employment Type
Full Time
