Customer Success Specialist with Coffee Experience - Remote/Worldwide at Pro Coffee Gear

San José, Alajuela Province, Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Leadership, E-commerce Operations, Shopify, QuickBooks, Client Onboarding, KPI Tracking, Aftersales Support, Logistics Management, Process Automation, Consultative Sales, Team Mentorship, Problem Solving, Written Communication, Verbal Communication, Analytical Skills, Specialty Coffee Knowledge

Industry

Retail Office Equipment

Description

Job Title: Customer Success Specialist Location: Remote (Global) Company: Pro Coffee Gear Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Customer Success Specialist to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey. Key Responsibilities Customer Success Leadership Own the end-to-end customer experience and define scalable customer success strategies to support growth. Establish and track KPIs, processes, and team goals aligned with business objectives. Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination. Sales Enablement & Channel Coordination Enable the consultative sales process through client communications across email, SMS, and social platforms. Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools. Support third-party and social commerce sales channels in coordination with marketing and sales teams. Post-Sales Operations & Aftersales Support Manage client onboarding and equipment setup, coordinating installations with technical service partners. Respond to customer inquiries regarding product use, service needs, and ongoing support. Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online. Shipping, Damage, and Returns Management Lead customer communications related to logistics, damages, and return claims. Work with logistics teams to ensure fast, clear resolutions and optimize related processes. Process Improvement Monitor recurring operational pain points and identify opportunities for automation or process streamlining. Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience. Qualifications Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity. Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred. Outstanding written and verbal communication skills. Strong analytical and problem-solving skills with attention to detail. Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage. What We Offer A remote-first, globally distributed team and flexible work environment. The opportunity to lead a high-impact function within a fast-growing brand. A collaborative, passionate culture driven by innovation and a love for coffee. Important: All applicants must submit their CV in English. Submissions in other languages will not be considered.

Responsibilities

Lead the global customer experience function by defining scalable success strategies and managing a high-performing support team. Oversee the end-to-end customer journey, including sales enablement, post-sales operations, and logistics management.