Customer Success
P
Pro Coffee GearE-commerce coffee equipment
Source API remote eligibility restrictions: PhilippinesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- All applicants must submit their CV in 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
- ShopifyCustomer SuccessQuickBooksProcess improvement
Requirements
- Have at least 5 years of experience in a client-facing operations or customer success role.
- Have at least 2 years of leadership experience.
- Bring a background in e-commerce operations.
- Shopify experience is strongly preferred.
- QuickBooks experience is strongly preferred.
- Have strong written and verbal communication skills.
- Have strong analytical and problem-solving skills and attention to detail.
- Familiarity with professional coffee equipment or the specialty coffee industry is an advantage.
- Submit a CV in English.
Responsibilities
- Own the end-to-end customer experience and define scalable customer success strategies.
- Establish and track KPIs, processes, and team goals aligned with business objectives.
- Build, manage, and mentor the customer success team across support, aftersales, and service coordination.
- Enable consultative sales through client communications across email, SMS, and social platforms.
- Oversee quote and invoice creation using Shopify, QuickBooks, and other tools.
- Coordinate third-party and social commerce sales channels with marketing and sales teams.
- Manage client onboarding and equipment setup, coordinating installations with technical service partners.
- Respond to customer inquiries about product use, service needs, and ongoing support.
- Lead customer communications about logistics, damages, and return claims, and work with logistics teams on resolutions.
- Identify recurring operational issues and collaborate cross-functionally on automation and process improvements.
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