Head of Customer Success

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

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.

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.

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.

What We Offer

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.

Important: All applicants must submit their CV in English. Submissions in other languages will not be considered.