Customer Success - Remote/Worldwide

Pro Coffee Gear; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Pro Coffee Gear is seeking a seasoned Customer Success leader to drive the global customer experience for a rapidly growing ecommerce brand. You will own end-to-end customer journeys, build scalable CS processes, and mentor a distributed team across support, aftersales, and service coordination.

The role requires deep knowledge of ecommerce operations, Shopify, and QuickBooks, with strong communication and analytical skills to optimize satisfaction, loyalty, and operational excellence.

Qualifications

• Minimum 5 years in client-facing operations or customer success, 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.
• Familiarity with professional coffee equipment or the specialty coffee industry is advantageous.

Responsibilities

• Own the end-to-end customer experience and define scalable CS strategies.
• Enable consultative sales across email, SMS, and social platforms.
• Lead onboarding, installations, and aftersales support with partners.
• Manage shipping, damage claims, and return processes with logistics teams.
• Identify automation opportunities and drive cross-functional improvements.

Skills

Leadership

E-commerce operations

Shopify

QuickBooks

Communication

Analytical thinking

Tools

Shopify

QuickBooks

Job description

Job Title: Customer Success

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 proactive Customer Success to 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.

Sales Enablement & Channel 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.

Post-Sales Operations & Aftersales Support

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 in English . Submissions in other languages will not be considered.