At Pro Coffee Gear, we're searching for a Customer Success Specialist who will be the operational and relational backbone of our post-sales experience. This isn't a ticket-closing role; you'll take genuine ownership of the customer journey from order placement to long after setup, leading a team and shaping processes to improve operations.
What You'll Do
- Own the full customer journey and lead the team that delivers it, setting KPIs, coaching performance, and building a culture of urgent, caring issue resolution.
- Support the consultative sales process through client communications across email, SMS, and social platforms.
- Oversee accurate quote and invoice creation via Shopify and QuickBooks.
- Help coordinate third-party and social commerce channels alongside marketing and sales.
- Ensure a seamless handoff from sale to satisfied customer through client onboarding, equipment setup, and coordinating installations with technical partners.
- Handle ongoing inquiries and facilitate accessory or parts orders, including specialty items not in the catalog.
- Own communication and resolution for damaged shipments, return claims, and logistics delays, working closely with logistics teams.
- Keep an eye on what's breaking repeatedly and fix it for good by designing new workflows, proposing automation, or rallying cross-functional partners.
What We're Looking For
- At least 5 years in a client-facing operations or customer success role.
- 2+ years leading a team.
- Knowledge of Shopify, or tools close enough to get up to speed fast.
- Ability to communicate with clarity and warmth in writing and conversation.
- Strong analytical instincts to spot patterns and act on them.
- Experience in e-commerce operations is essential.
Nice to Have
- Familiarity with professional coffee equipment or the specialty coffee industry.
- A genuine passion for coffee.
Technical Stack
- Shopify
- QuickBooks
Team & Environment
You will lead the Customer Success team and report to the Head of Sales & CS.
Benefits & Compensation
- 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.
Work Mode
This is a remote position open to candidates anywhere in the world.
Pro Coffee Gear is an equal opportunity employer.
