Global Head of Customer Success - Remote Growth Leader

Pro Coffee Gear; Lima Metropolitana; Remote; PEN 408,859 - 613,288; Full time

Benefits offered by this job

Remote-first

Global team

Flexible work environment

Job summary

Pro Coffee Gear seeks a proactive Head of Customer Success to shape and scale our global customer experience function. You will lead a remote, cross‑functional team and own KPIs driving satisfaction, loyalty and operational excellence.

You will mentor support, onboarding, and service coordination, enable consultative sales, streamline processes, and partner with marketing and logistics to optimize the end-to-end customer journey.

Qualifications

• 5+ years in customer success or client-facing operations, with leadership experience.
• Experience in e-commerce operations and platforms (Shopify) is highly preferred.
• Strong written and verbal communication skills.
• Proven analytical and problem-solving abilities with attention to detail.

Responsibilities

• Own end-to-end customer experience and define scalable CS strategies.
• Set and track KPIs, processes, and team goals aligned with business objectives.
• Build, manage, and mentor a high-performing CS team across support, onboarding, and service coordination.
• Enable consultative sales through client communications across email, SMS, and social channels.
• Oversee accurate quote and invoice creation using Shopify, QuickBooks, and other tools.
• Coordinate with logistics and marketing to support third-party and social channels.
• Manage client onboarding and equipment setup with technical partners.
• Respond to customer inquiries regarding product use and ongoing support.
• Facilitate orders for accessories and parts and source specialty items.

Skills

Leadership

E-commerce operations

Shopify

QuickBooks

Communication

Analytical thinking

Problem-solving

Job description

Pro Coffee Gear seeks a proactive Head of Customer Success to shape and scale our global customer experience function. You will lead a remote, cross‑functional team and own KPIs driving satisfaction, loyalty and operational excellence.

You will mentor support, onboarding, and service coordination, enable consultative sales, streamline processes, and partner with marketing and logistics to optimize the end-to-end customer journey.