Head of Customer SuccessPro Coffee Gear • Quezon City, Metro Manila, Philippines
Head of Customer Success
Pro Coffee Gear • Quezon City, Metro Manila, Philippines
3 days ago
Job descriptionEnable 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. 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. Lead customer communications related to logistics, damages, and return claims. Work with logistics teams to ensure fast, clear resolutions and optimize related processes. 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. 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. 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.
Job Title : Head of Customer Success
Location : Remote (Global)
Company : Pro Coffee Gear
Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success 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.
Key Responsibilities
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
Post-Sales Operations & Aftersales Support
Shipping, Damage, and Returns Management
Process Improvement
Qualifications
What We Offer
Important : All applicants must submit their CV in English . Submissions in other languages will not be considered.
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