Customer Success Specialist
New
P
Pro Coffee GearE-commerce, coffee equipment
Source API remote eligibility restrictions: HondurasFull-TimeMiddle
Salary not disclosed
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Job Details
- 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 a minimum of 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.
- Have Shopify experience; this is strongly preferred.
- Have QuickBooks experience; this is strongly preferred.
- Demonstrate strong written and verbal communication skills.
- Bring strong analytical and problem-solving skills and 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.
- 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 client onboarding, equipment setup, and 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, working with logistics teams on resolutions.
- Identify recurring operational pain points and collaborate cross-functionally on process improvements.
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