Head of Customer Success

Pro Coffee Gear; Cape Town; Remote; ZAR 500 000 - 600 000; Full time

Job summary

A leading e-commerce company is looking for a Head of Customer Success to lead its global customer experience function. This strategic remote role involves owning the customer journey, establishing success metrics, and mentoring a high-performing team. Applicants should have at least 5 years of experience in customer success operations and a background in e-commerce, preferably with Shopify and QuickBooks experience. Join a passionate team driven by innovation and a love for coffee.

Benefits

Flexible work environment

Remote-first team

Innovative culture

Qualifications

• Minimum 5 years of experience in a client-facing operations or customer success role.
• At least 2 years in a leadership capacity.
• Background in e-commerce operations preferred.

Responsibilities

• Own the end-to-end customer experience and define scalable success strategies.
• Establish and track KPIs aligned with business objectives.
• Lead buyer communications across email, SMS, and social platforms.

Skills

Client-facing operations experience

Team leadership

Analytical skills

Communication skills

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 proactiveHead of Customer Successto 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 inEnglish. Submissions in other languages will not be considered.