Customer Success
New
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 5 years of experience
- Required Skills
- LeadershipShopifyCustomer supportCustomer SuccessQuickBooks
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.
Responsibilities
- 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.
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