Head of Customer Success

Pro Coffee Gear; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

Global team

Flexible work environment

Job summary

Pro Coffee Gear is seeking a Head of Customer Success to lead and evolve its global customer experience. You will own the end-to-end journey, define scalable CS strategies, and build a high-performing team across support, aftersales, and service coordination.

This remote, international role requires strong leadership, exceptional communication, and deep ecommerce operations experience to drive satisfaction and loyalty for a fast-growing coffee brand.

Qualifications

• Minimum 5 years in client-facing operations or customer success with leadership experience.
• Background in ecommerce 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 specialty coffee industry is a plus.

Responsibilities

• Own end-to-end customer experience; define scalable CS strategies to support growth.
• Establish and track KPIs, processes, and team goals aligned with business objectives.
• Build, manage and mentor a high-performing CS team across support, aftersales, and service coordination.
• Enable consultative sales via client communications across email, SMS, and social platforms.
• Oversee quotes and invoicing using Shopify, QuickBooks, and other tools.
• Lead onboarding, installations coordination, and ongoing customer support.
• Manage shipping, damages, returns, and cross-functional process improvements.

Skills

Leadership experience

Analytical thinking

Communication skills

Attention to detail

Coffee industry knowledge

Tools

Shopify

QuickBooks

Job description

Job Title: Head of 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 Head of 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.