Global Customer Success Lead — Remote

Pro Coffee Gear; Caracas; Remote; VES 75,821,000 - 109,520,000; Full time

Benefits offered by this job

Remote-first

Globally distributed team

Flexible work environment

Job summary

Pro Coffee Gear is expanding a remote-first customer success leadership role to guide the global customer experience. You will own the end-to-end customer journey, set scalable CS strategies, and lead a cross-functional team across support, aftersales, and service coordination.

You will drive KPIs, optimize processes, and enable consultative sales while coordinating onboarding and equipment deployments with partners. Prior experience in ecommerce and coffee equipment is a strong plus.

Qualifications

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

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.
• 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.

Skills

Leadership

Ecommerce ops

Communication

Analytical thinking

Client-facing ops

Tools

Shopify

QuickBooks

Job description

Pro Coffee Gear is expanding a remote-first customer success leadership role to guide the global customer experience. You will own the end-to-end customer journey, set scalable CS strategies, and lead a cross-functional team across support, aftersales, and service coordination.

You will drive KPIs, optimize processes, and enable consultative sales while coordinating onboarding and equipment deployments with partners. Prior experience in ecommerce and coffee equipment is a strong plus.