Customer Success Lead
Remote (Global)Full-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
- Required Skills
- ShopifyQuickBooks
Requirements
- Minimum 5 years of experience in a client-facing operations or customer success role.
- At least 2 years in a leadership capacity.
- Background in e-commerce operations.
- Shopify experience strongly preferred.
- QuickBooks experience strongly preferred.
- Outstanding written communication skills.
- Outstanding verbal communication skills.
- Strong analytical skills.
- Strong problem-solving skills with attention to detail.
- Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.
Responsibilities
- 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.
- Enable 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.
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