Customer Success

Overview

Accountabilities

• Own and manage the end-to-end customer experience strategy, ensuring high levels of satisfaction, retention, and operational excellence.
• Develop scalable customer success processes, KPIs, and workflows aligned with company growth objectives.
• Lead, mentor, and coordinate customer support, aftersales, and service-related activities across distributed teams and partners.
• Support consultative sales processes through customer communications via email, SMS, social media, and other digital channels.
• Oversee quote generation, invoicing, and order coordination using tools such as Shopify and QuickBooks.
• Manage onboarding processes, equipment setup coordination, and communication with technical installation partners.
• Handle customer inquiries related to product usage, support requests, logistics, damages, returns, and service coordination.
• Coordinate additional orders for accessories, replacement parts, and specialty products while ensuring smooth customer communication.
• Collaborate with logistics and operational teams to resolve delivery, return, and damage-related issues efficiently.
• Identify recurring operational bottlenecks and implement process improvements, automation opportunities, and efficiency initiatives.

Requirements

• Minimum of 5 years of experience in customer success, customer operations, or client-facing operational roles.
• At least 2 years of leadership or team management experience in customer support or success functions.
• Strong background in e-commerce operations and customer lifecycle management.
• Experience using platforms such as Shopify and QuickBooks is highly preferred.
• Excellent written and verbal communication skills with strong attention to detail.
• Strong analytical and problem-solving abilities with customer-centric mindset.
• Ability to manage multiple priorities and coordinate cross-functional workflows in remote environments.
• Proactive leadership style with focus on operational excellence and process optimization.
• Familiarity with specialty coffee equipment or the coffee industry is considered a strong advantage.
• Professional fluency in English is required, including written communication and customer interactions.

Benefits

• Fully remote and globally distributed work environment.
• Flexible work arrangements supporting work-life balance.
• Opportunity to lead a high-impact customer success function within a rapidly growing business.
• Collaborative and innovation-driven company culture.
• Exposure to international operations and cross-functional leadership opportunities.
• Dynamic environment focused on continuous improvement and customer experience excellence.

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