Global VP, Customer Success & Experience

Pro Coffee Gear; Medellín; Presencial; COP 431.939.000 - 647.908.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first team

Flexible work environment

Coffee-focused culture

Descripción de la vacante

Pro Coffee Gear is seeking a Head of Customer Success to lead our global customer experience function in a remote-first setup. You will define scalable CS strategies, own KPIs, and mentor a cross-functional team spanning support, aftersales, and service coordination.

Lead consultative sales, oversee quotes and invoices via Shopify and QuickBooks, and coordinate onboarding with technical partners. Strong communication and analytics are essential.

Formación

• Minimum 5 years in client-facing operations or customer success.
• At least 2 years in a leadership role.
• Background in e-commerce operations; Shopify and QuickBooks preferred.
• Outstanding written and verbal communication.
• Strong analytical and problem-solving skills.

Responsabilidades

• Own end-to-end customer experience and define scalable CS strategies.
• Establish and track KPIs, processes, and team goals.
• Build, manage, and mentor a CS team including support, aftersales, and service coordination.
• Enable consultative sales through client communications across email, SMS, and social platforms.
• Oversee 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.
• Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
• 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.

Conocimientos

Customer success leadership

Team management

Analytical skills

Communication skills

Problem solving

E-commerce operations

Herramientas

Shopify

QuickBooks

Descripción del empleo

Pro Coffee Gear is seeking a Head of Customer Success to lead our global customer experience function in a remote-first setup. You will define scalable CS strategies, own KPIs, and mentor a cross-functional team spanning support, aftersales, and service coordination.

Lead consultative sales, oversee quotes and invoices via Shopify and QuickBooks, and coordinate onboarding with technical partners. Strong communication and analytics are essential.