Head of Customer Success

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

Benefits offered by this job

Remote-first culture

Globally distributed team

Flexible work environment

Job summary

Pro Coffee Gear is seeking a Head of Customer Success to lead and evolve our global customer experience function in a remote-first setup. You will guide the CS strategy, manage a scalable team, and enable a consultative sales process across channels while coordinating with marketing and logistics to ensure top-tier service.

This leadership role emphasizes building KPIs, improving processes, and partnering with cross-functional teams to drive satisfaction and loyalty in the fast-growing coffee

Qualifications

• 5+ years in a client-facing operations or customer success role with at least 2 years in leadership.
• 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.

Responsibilities

• Own end-to-end customer experience and define scalable CS strategies.
• Build, manage, and mentor a high-performing CS team including support and services.
• Enable consultative sales through client communications across channels.
• Oversee quotes and invoices using Shopify, QuickBooks, and other tools.
• Coordinate onboarding and installations with partners.
• Lead communications on logistics, damages, and returns.
• Identify opportunities for automation and process improvements.

Skills

Leadership

Communication

Analytical skills

Coffee equipment knowledge

Tools

Shopify

QuickBooks

Job description

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 proactiveHead of Customer 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.
• 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 inEnglish. Submissions in other languages will not be considered.