Customer Success - Remote/Worldwide

Pro Coffee Gear; Ciudad de México; A distancia; MXN 1,101,000 - 1,652,000; Jornada completa

Descripción de la vacante

A leading coffee equipment firm is seeking a proactive Customer Success leader to enhance its global customer experience. The role requires over 5 years of experience in client-facing operations, with specific knowledge of e-commerce platforms like Shopify and QuickBooks. Successful candidates will manage a high-performing team, drive customer satisfaction, and have a passion for coffee. This remote position offers flexibility and a collaborative culture.

Servicios

Flexible work environment

Leadership opportunities

Collaborative culture

Formación

• 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 preferred.
• Outstanding written and verbal communication skills.

Responsabilidades

• Own the end-to-end customer experience and define customer success strategies.
• Manage a high-performing customer success team.
• Enable the consultative sales process through client communications.

Conocimientos

Client-facing operations experience

Leadership

E-commerce operations knowledge

Communication skills

Analytical skills

Herramientas

Shopify

QuickBooks

Descripción del empleo

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 proactiveCustomer Successto 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.

Sales Enablement & Channel 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.

Post-Sales Operations & Aftersales Support

• 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.