About the job
Position Title: Customer Success Specialist with Coffee Industry Expertise
Company: Pro Coffee Gear
Location: Remote (Global)
Employment Type: Full-time
Reporting To: Head of Sales & Customer Success
About Us: Pro Coffee Gear is an innovative and rapidly expanding eCommerce and wholesale distributor of both commercial and home espresso equipment. Our mission is to support cafés, roasters, restaurants, and passionate home baristas by providing them with a wide range of both new and refurbished espresso machines, grinders, and accessories from the industry's most reputable brands. We are committed to building a disciplined, data-driven growth model, with our paid media strategy playing a pivotal role in this initiative.
Role Overview: This position transcends traditional support roles; we seek an individual who will take full ownership of the comprehensive customer journey, from order placement through onboarding, setup, and long-term success.
As our Customer Success Specialist, you will oversee both the operational and relational facets of our post-sales experience. You will lead and develop a dynamic team, refine processes, and ensure that every customer interaction reflects the quality and care inherent in our products.
Your collaboration with sales, logistics, marketing, and technical partners will be essential, granting you the autonomy to enhance systems, eliminate obstacles, and elevate the customer experience on a large scale.
This role is perfect for someone who thrives on tackling complex operational challenges, creating scalable systems, and providing meaningful, human-centered service.
Key Responsibilities:
Customer Success & Team Leadership
- Continuously enhance the entire customer journey from purchase to long-term success.
- Lead, mentor, and cultivate a high-performing customer success team.
- Establish and monitor KPIs to ensure consistent, high-quality service delivery.
- Promote a culture of accountability, responsiveness, and customer care.
Sales Enablement & Channel Coordination
- Facilitate the consultative sales process through timely, high-quality client communication across channels such as email, SMS, and social media.
- Manage the accurate creation of quotes and invoices utilizing tools like Shopify and QuickBooks.
- Collaborate closely with sales and marketing teams on third-party platforms and social commerce channels.
Post-Sales Operations
- Ensure a smooth transition from sale to onboarding, encompassing equipment setup and client activation.
- Coordinate installations and service delivery with technical partners.
- Address ongoing customer inquiries and manage orders for accessories, parts, and custom requests.
