Customer Success Specialist

Pro Coffee Gear

Quito, Pichincha
Permanente
Tiempo completo

Hace 3 días
Postúlese fácilmente

Job Position: Customer Success Specialist with Coffee ExperienceCompany: Pro Coffee GearLocation: RemoteType: Full-timeReports to: Head of Sales & CSAbout Us:Pro Coffee Gear is a fast-growing ecommerce and wholesale distributor of commercial and home espresso equipment. We serve cafés, roasters, restaurants, and serious home baristas with new and refurbished espresso machines, grinders, and accessories from the most respected brands in coffee. We’re building a disciplined, data-driven growth engine — and paid media is a critical part of that foundation.About the RoleWe are hiring a Customer Success Manager to lead and improve our post-sales customer experience. This role combines team leadership, customer operations, and process improvement.You will manage the full post-sale lifecycle—from order completion to onboarding and ongoing support—ensuring a consistent and high-quality customer experience. You will also lead a small team and work closely with sales, logistics, and marketing.Key ResponsibilitiesCustomer Success & Team Management

Lead and coach the Customer Success team
Define and track KPIs (e.g., response time, resolution time, customer satisfaction)
Ensure timely and effective resolution of customer issues

Post-Sales Customer Experience

Manage onboarding and post-purchase support
Coordinate equipment setup and service with technical partners
Handle customer inquiries and ongoing support needs

Sales Support & Coordination

Support the sales process through customer communication (email, messaging, social channels)
Oversee order accuracy, quotes, and invoicing using tools like Shopify and QuickBooks
Coordinate with sales and marketing on customer communication flows

Logistics & Issue Resolution

Manage shipping issues, returns, and damage claims
Communicate clearly with customers and internal teams to resolve issues quickly

Process Improvement

Identify recurring issues and implement solutions
Improve workflows and recommend automation where appropriate
Collaborate cross-functionally to optimize operations

Requirements

5+ years of experience in client-facing operations, customer success, or similar roles, including at least 2 years leading and developing high-performing teams.
Proven experience in e-commerce operations (required), with a strong understanding of platforms such as Shopify or similar tools—and the ability to ramp up quickly.
Excellent communication skills, both written and verbal, with the ability to engage stakeholders clearly, thoughtfully, and effectively.
Strong analytical mindset, with the ability to identify patterns, generate insights, and translate them into actionable improvements.
Experience in or exposure to the specialty coffee industry or professional coffee equipment is a plus. If not, a genuine interest in coffee and willingness to learn is highly valued.

Benefits

Remote-first role with a globally distributed team and flexible working arrangements.
Opportunity to lead and scale a high-impact function within a fast-growing brand.
A collaborative, ambitious team culture grounded in innovation, ownership, and a shared passion for great coffee.

Pro Coffee Gear