Global Customer Success Leader (Remote)

Pro Coffee Gear; Manila; Remote; PHP 7,524,000 - 11,285,000; Full time

Benefits offered by this job

Remote-first

Globally distributed team

Job summary

Pro Coffee Gear is seeking an experienced Customer Success leader to own and evolve the global customer experience. This remote, worldwide role focuses on implementing scalable CS strategies, KPIs, and a high-performing team across support, aftersales, and service coordination.

Ideal candidates bring 5+ years in client-facing operations, 2+ years in leadership, ecommerce familiarity, and strong communication and analytics.

Qualifications

• Minimum 5 years in a client-facing operations or customer success role.
• At least 2 years in a leadership capacity.
• Background in e-commerce operations; Shopify and QuickBooks experience 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 an advantage.

Responsibilities

• 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.

Skills

Leadership

Customer success

E-commerce ops

Shopify

Communication

Analytics

Coffee industry familiarity

Tools

Shopify

QuickBooks

Job description

Pro Coffee Gear is seeking an experienced Customer Success leader to own and evolve the global customer experience. This remote, worldwide role focuses on implementing scalable CS strategies, KPIs, and a high-performing team across support, aftersales, and service coordination.

Ideal candidates bring 5+ years in client-facing operations, 2+ years in leadership, ecommerce familiarity, and strong communication and analytics.