Customer Success - Remote/Worldwide

About the role

Pro Coffee Gear is an ecommerce company in the coffee equipment space. This role leads the global customer experience function and owns end-to-end customer success strategy, operations, and team leadership.

What you'll do

• Lead and mentor a high‑performing customer success team across support, aftersales, and service coordination.
• Define scalable customer success strategies, establish KPIs, processes, and team goals aligned with business objectives.
• Enable sales through client communications across email, SMS, and social platforms and oversee quotes and invoices using tools like Shopify and QuickBooks.
• Coordinate onboarding, installations with service partners, and respond to product use inquiries and ongoing support needs.
• Manage shipping, damages, returns, and drive process improvements to boost internal efficiency and client experience.

What they're looking for

• Minimum 5 years in client-facing operations or customer success, with at least 2 years in a leadership role.
• Background in ecommerce operations; experience with Shopify and QuickBooks preferred.
• Excellent written and verbal communication skills and strong analytical problem-solving ability.
• Detail-oriented with ability to identify automation opportunities and implement improvements.
• Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.

For applicants in Nigeria

• The listing states worldwide eligibility; Nigeria is included in worldwide eligibility.
• Time zone expectations are not specified; confirm during interview.
• The listing does not specify contractor vs employee status; confirm during interview.
• Pay currency or range is not stated; confirm during interview.