Remote Head of Customer Success & Experience

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

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