Remote Head of Customer Success — Growth & Experience

Pro Coffee Gear; Cape Town; On-site; ZAR 1,965,279 - 2,947,919; Full time

Benefits offered by this job

Remote-first

Global team

Flexible work hours

Job summary

Pro Coffee Gear is seeking aHead of Customer Success to lead our global customer experience function. This remote-first role shapes strategy, metrics, and team performance to drive satisfaction and loyalty across all touchpoints.

You will build and mentor a high-performing CS team, oversee onboarding, support, and service coordination, and partner with marketing and sales to optimize the customer journey. English fluency is required.

Qualifications

• Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
• Experience in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
• Excellent written and verbal communication; strong analytical and problem-solving skills.

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.
• Lead customer communications related to logistics, damages, and return claims.
• Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
• 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.

Skills

Leadership

Customer success

Strategy

KPIs

Communication

Tools

Shopify

QuickBooks

Job description

Pro Coffee Gear is seeking aHead of Customer Success to lead our global customer experience function. This remote-first role shapes strategy, metrics, and team performance to drive satisfaction and loyalty across all touchpoints.

You will build and mentor a high-performing CS team, oversee onboarding, support, and service coordination, and partner with marketing and sales to optimize the customer journey. English fluency is required.