Customer Success Leader — Remote, Global Impact

Visa Hunt; Philippines; Remote; PHP 5,643,000 - 8,777,000; Full time

Job summary

Pro Coffee Gear is seeking a Head of Customer Success to lead and evolve our global customer experience function. This remote, senior role drives satisfaction, loyalty, and operational excellence across the entire customer journey for a fast-growing coffee equipment brand.

You will build and mentor a high-performing team, define scalable CS strategies, oversee post-sales operations, and collaborate with sales, marketing, and logistics to optimize onboarding, support, and returns.

Qualifications

• Minimum 5 years in a client-facing operations or customer success role.
• At least 2 years in a leadership capacity.
• Background in ecommerce operations; Shopify and QuickBooks experience preferred.
• Outstanding written and verbal communication skills.
• Familiarity with professional coffee equipment or the specialty coffee industry is a plus.

Responsibilities

• Own the end-to-end customer experience and define scalable customer success strategies.
• Establish and track KPIs, processes, and team goals aligned with business objectives.
• Build, mentor a high-performing customer success team, including support and aftersales.
• Enable the consultative sales process through client communications across channels.
• Oversee quotes and invoices using Shopify, QuickBooks, and other tools.
• Manage onboarding and installations with service partners; handle product inquiries.
• Lead shipping, damages, and returns communications and collaborate with logistics.
• Identify automation opportunities and drive cross-functional process improvements.

Skills

Customer success leadership

E-commerce operations

Communication

Analytical skills

Team leadership

Tools

Shopify

QuickBooks

Job description

Pro Coffee Gear is seeking a Head of Customer Success to lead and evolve our global customer experience function. This remote, senior role drives satisfaction, loyalty, and operational excellence across the entire customer journey for a fast-growing coffee equipment brand.

You will build and mentor a high-performing team, define scalable CS strategies, oversee post-sales operations, and collaborate with sales, marketing, and logistics to optimize onboarding, support, and returns.