Head of Customer Success — Global Remote Leader

Pro Coffee Gear, LLC; United States; Remote; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Remote-first

Global team

Flexible work environment

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership experience

Analytical thinking

Communication skills

Attention to detail

Coffee industry knowledge

Tools

Shopify

QuickBooks

Jobbeschreibung

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.