Customer Success Specialist with Coffee Experience - United States - Pro Coffee Gear

    Pro Coffee Gear
    Pro Coffee Gear United States

    20 hours ago

    Description

    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.

    Requirements

    • 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.

    Benefits

    • 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.

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