Customer Success - Remote/Worldwide

Pro Coffee Gear; Caracas; A distancia; VES 450.000 - 675.000; Jornada completa

Descripción de la vacante

A leading e-commerce company is seeking an experienced Customer Success professional to enhance global customer experience. This role involves managing the end-to-end customer journey, establishing performance metrics, and leading a high-performing team. Candidates should have 5 years of experience in customer success and familiarity with e-commerce tools. Join a passionate team with a remote-first culture.

Servicios

Flexible work environment

Opportunity to lead a high-impact function

Collaborative and passionate culture

Formación

• Minimum 5 years of experience in a client-facing operations or customer success role.
• At least 2 years in a leadership capacity.
• Familiarity with professional coffee equipment is an advantage.

Responsabilidades

• Own the end-to-end customer experience.
• Establish and track KPIs and processes.
• Build and mentor a customer success team.
• Manage client onboarding and equipment setup.

Conocimientos

Client-facing operations

Leadership

Communication skills

Analytical skills

Problem-solving

Herramientas

Shopify

QuickBooks

Descripción del empleo

Overview

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.

Responsibilities

• 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.