Customer Success - Remote/Worldwide

Pro Coffee Gear; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading e-commerce firm is seeking a Customer Success professional to drive customer satisfaction and operational excellence in a remote role. You will lead a high-performing team, define strategies for client engagement, and improve processes across the customer journey. The ideal candidate has over 5 years in customer success, strong leadership skills, and familiarity with coffee equipment. This position offers a flexible work environment with a passionate culture.

Servicios

Remote-first work environment

High-impact leadership opportunity

Collaborative culture

Formación

• Minimum 5 years in customer success or client-facing operations.
• At least 2 years in a leadership position.
• Strong analytical skills with attention to detail.

Responsabilidades

• Own and define customer success strategies.
• Build and manage a customer success team.
• Lead customer communications regarding logistics and returns.

Conocimientos

Client-facing operations experience

Leadership experience

Communication skills

Analytical skills

Problem-solving skills

Familiarity with coffee equipment

Herramientas

Shopify

QuickBooks

Descripción del empleo

About the job Customer Success - Remote/Worldwide

Job Title:Customer Success

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 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.