Customer Success

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September 16

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Pro Coffee Gear

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eCommerce • Retail • B2B

Pro Coffee Gear is your one-stop source for high-quality coffee equipment, specializing in both home and commercial espresso machines, grinders, brewers, and accessories. We cater to coffee professionals and enthusiasts, offering a wide selection of refurbished and new equipment along with expert consultation and support. Our mission is to make exceptional coffee more accessible by providing premium products at competitive prices, ensuring a delightful brewing experience for all coffee lovers.

11 - 50 employees

Founded 2020

🛍️ eCommerce

🛒 Retail

🤝 B2B

📋 Description

• 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 logistics, damages, and return claims and work with logistics teams to ensure fast, clear resolutions • 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 • All applicants must submit their CV in English

🏖️ Benefits

• A remote-first, globally distributed team and flexible work environment. • The opportunity to lead a high-impact function within a fast-growing brand. • A collaborative, passionate culture driven by innovation and a love for coffee.