<h3><strong>Job Title:</strong> Customer Success</h3><p><strong>Location:</strong> Remote (Global)<br><strong>Company:</strong> <a href="https://himalayas.app/companies/pro-coffee-gear">Pro Coffee Gear</a></p><p><a href="https://himalayas.app/companies/pro-coffee-gear">Pro Coffee Gear</a> is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive <strong>Customer Success</strong> to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.</p><h3><strong>Key Responsibilities</strong></h3><h3>Customer Success Leadership</h3><ul><li>Own the end-to-end customer experience and define scalable customer success strategies to support growth.</li><li>Establish and track KPIs, processes, and team goals aligned with business objectives.</li><li>Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.</li></ul><h3>Sales Enablement &amp; Channel Coordination</h3><ul><li>Enable the consultative sales process through client communications across email, SMS, and social platforms.</li><li>Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.</li><li>Support third-party and social commerce sales channels in coordination with marketing and sales teams.</li></ul><h3>Post-Sales Operations &amp; Aftersales Support</h3><ul><li>Manage client onboarding and equipment setup, coordinating installations with technical service partners.</li><li>Respond to customer inquiries regarding product use, service needs, and ongoing support.</li><li>Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.</li></ul><h3>Shipping, Damage, and Returns Management</h3><ul><li>Lead customer communications related to logistics, damages, and return claims.</li><li>Work with logistics teams to ensure fast, clear resolutions and optimize related processes.</li></ul><h3>Process Improvement</h3><ul><li>Monitor recurring operational pain points and identify opportunities for automation or process streamlining.</li><li>Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.</li></ul><h3><strong>Qualifications</strong></h3><ul><li>Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.</li><li>Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.</li><li>Outstanding written and verbal communication skills.</li><li>Strong analytical and problem-solving skills with attention to detail.</li><li>Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.</li></ul><h3><strong>What We Offer</strong></h3><ul><li>A remote-f