Customer Success Specialist with Coffee Experience

Accountabilities:

• 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 to improve efficiency and customer satisfaction.


• Work cross-functionally with sales, marketing, logistics, and technical partners to ensure a seamless and consistent customer experience globally.

Requirements

• Minimum of 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.


• 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.


• Strong leadership and relationship-building capabilities with a passion for delivering outstanding customer experiences.


• Professional-level English communication skills are required, and all application materials must be submitted in English.

• Fully remote work environment with the flexibility to work from anywhere globally.


• Opportunity to lead and shape a high-impact customer success function within a growing international business.


• Collaborative and supportive team culture driven by innovation, customer care, and a passion for specialty coffee.


• Exposure to a fast-growing e-commerce environment with strong opportunities for professional development and career growth.


• Flexible work structure that encourages autonomy, ownership, and work-life balance.


• Dynamic and globally distributed team environment with cross-functional collaboration opportunities.


• Ability to make a direct impact on operational improvements and customer satisfaction initiatives.


• Engaging work environment focused on continuous improvement, innovation, and long-term customer relationships.

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