Customer Success - REMOTE

Jobgether

7d • Remote

About The Position

In this pivotal role, you will take charge of the end-to-end customer experience, defining and executing strategies to enhance overall satisfaction and loyalty. Your leadership will drive a high-performing team, while also supporting the sales function to ensure seamless communication with clients. As you guide improvements in operational processes, your contributions will be vital to both internal efficiency and the delight of our customers. Join us to make a significant impact in a fast-growing, dynamic environment.

Requirements

• 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.

Nice To Haves

• 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 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.
• 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.
• Manage client onboarding and equipment setup, coordinating installations with technical service partners.
• Respond to customer inquiries regarding product use, service needs, and ongoing support.
• Lead customer communications related to logistics, damages, and return claims.
• Monitor recurring operational pain points and identify opportunities for automation or process streamlining.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees