Customer Success (Remote from Indonesia)

Medium; Remote; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading e-commerce platform is seeking a Customer Success professional to enhance customer experience in a fully remote setting. This role involves leading a high-performing team, managing customer journeys from pre-sales to long-term retention, and ensuring operational excellence. Candidates should have 5+ years of experience in customer success and excellent communication skills. A solid background in e-commerce and familiarity with tools like Shopify is crucial for success in this dynamic role.

Benefits

Fully remote work environment

Flexible working hours

Collaborative culture

Qualifications

• Minimum of 5 years of experience in customer success or client-facing roles.
• At least 2 years in a leadership capacity.
• Familiarity with professional coffee equipment is a strong advantage.

Responsibilities

• Own and improve the end-to-end customer experience.
• Establish and track KPIs to drive customer satisfaction.
• Lead customer communications related to shipping and claims.

Skills

Customer success

E-commerce operations

Analytical skills

Leadership

Communication skills

Problem-solving

Tools

Shopify

QuickBooks

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success in Indonesia.

This role is a strategic and hands‑on opportunity to lead and scale a global customer experience function within a fast‑growing e-commerce environment. You will own the full customer journey, from pre‑sales support through onboarding, aftersales, and long‑term retention. Acting as a key connector between sales, operations, logistics, and service partners, you will ensure customers receive a seamless, high‑quality experience at every touchpoint. The position combines leadership, operational excellence, and problem‑solving in a fully remote, globally distributed setting. Your impact will be directly reflected in customer satisfaction, loyalty, and business growth. This is an ideal role for someone who thrives in dynamic environments and enjoys building scalable processes.

Accountabilities

• Own and continuously improve the end‑to‑end customer experience, defining scalable customer success strategies aligned with business growth objectives.
• Establish, track, and optimize KPIs, workflows, and team goals to drive customer satisfaction and operational excellence.
• Build, manage, and mentor a high‑performing customer success function covering support, aftersales, and service coordination.
• Enable consultative sales and client communications across email, SMS, and social platforms, supporting both direct and third‑party sales channels.
• Oversee accurate quote and invoice creation, client onboarding, equipment setup, and coordination with technical service partners.
• Lead customer communications related to shipping, damages, returns, and claims, ensuring fast, clear, and effective resolutions.
• Identify recurring operational pain points and collaborate cross‑functionally to implement automation and process improvements.

Requirements

• Minimum of 5 years of experience in customer success, client operations, or a similar client‑facing role, with at least 2 years in a leadership capacity.
• Strong background in e‑commerce operations, with hands‑on experience using platforms such as Shopify and QuickBooks preferred.
• Excellent written and verbal communication skills, with the ability to manage complex customer interactions professionally.
• Strong analytical, organizational, and problem‑solving skills, with high attention to detail.
• Ability to manage multiple workflows, priorities, and stakeholders in a remote, fast‑paced environment.
• Familiarity with professional coffee equipment or the specialty coffee industry is a strong advantage.

Benefits

• Fully remote, flexible work environment with a globally distributed team.
• Opportunity to lead a high‑impact function within a rapidly growing brand.
• Collaborative and passionate culture focused on innovation and customer excellence.
• Exposure to international customers and cross‑functional business operations.

Why Apply Through Jobgether?

We use an AI‑powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.