Global Head of Customer Success — Remote, Coffee Gear

Pro Coffee Gear; Karachi Division; A distancia; PKR 33.379.694 - 50.069.541; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Global team

Flexible work environment

Descripción de la vacante

Pro Coffee Gear is seeking a Head of Customer Success to lead our global customer experience function in a remote-first environment. You will shape strategy, drive satisfaction, and build scalable processes across support, aftersales, and service coordination.

This leadership role requires exceptional communication, strong analytics, and a passion for specialty coffee. You will mentor a growing team and partner with marketing, sales, and operations to ensure exceptional outcomes for customers

Formación

• Minimum 5 years in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
• Background in ecommerce; 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.

Responsabilidades

• 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.

Conocimientos

Leadership experience

Customer success

Ecommerce operations

Communication skills

Analytical thinking

Educación

Bachelor's degree in Business or related field

Herramientas

Shopify

QuickBooks

Descripción del empleo

Pro Coffee Gear is seeking a Head of Customer Success to lead our global customer experience function in a remote-first environment. You will shape strategy, drive satisfaction, and build scalable processes across support, aftersales, and service coordination.

This leadership role requires exceptional communication, strong analytics, and a passion for specialty coffee. You will mentor a growing team and partner with marketing, sales, and operations to ensure exceptional outcomes for customers