Customer Success Specialist
CanadaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5 years of experience in customer success, customer operations, client services, or a related client-facing role, including at least 2 years in a leadership or supervisory capacity.
- Required Skills
- LeadershipProject ManagementShopifyOperations ManagementCustomer serviceCustomer SuccessQuickBooks
Requirements
- Minimum of 5 years of experience in customer success, customer operations, client services, or a related client-facing role.
- At least 2 years in a leadership or supervisory capacity.
- Strong background in e-commerce operations with hands-on experience using platforms such as Shopify, QuickBooks, or similar business systems.
- Excellent written and verbal communication skills with the ability to manage customer interactions professionally across multiple channels.
- Strong organizational, analytical, and problem-solving abilities with exceptional attention to detail.
- Proven ability to manage multiple priorities in a fast-paced remote work environment while maintaining a customer-first mindset.
- Experience coordinating post-sales support, logistics communication, onboarding, and operational workflows.
- Familiarity with professional coffee equipment or the specialty coffee industry is highly preferred.
- Comfortable collaborating with globally distributed teams and working independently with a proactive approach.
- Professional-level English communication skills.
Responsibilities
- Manage and enhance the full customer journey, ensuring a high standard of service from initial inquiry through post-sales support and long-term relationship management.
- Develop scalable customer success strategies, processes, and KPIs aligned with operational goals and business growth objectives.
- Lead and support customer service operations, including onboarding, aftersales coordination, technical service communication, and issue resolution.
- Coordinate consultative customer communications across email, SMS, and social platforms while supporting sales enablement initiatives.
- Oversee quote generation, invoicing, and order coordination using e-commerce and financial management tools such as Shopify and QuickBooks.
- Collaborate with logistics and operations teams to manage shipping issues, damage claims, returns, and customer concerns efficiently and professionally.
- Assist customers with equipment setup guidance, accessory recommendations, replacement parts sourcing, and ongoing support needs.
- Identify recurring operational challenges and implement process improvements, automation opportunities, and workflow optimizations.
- Work cross-functionally with sales, marketing, logistics, and technical partners to ensure a seamless and consistent customer experience globally.
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