Customer Success Specialist with Coffee Experience - Remote/Worldwide

Job Description

Job Position: Customer Success Specialist with Coffee Experience

Company: Pro Coffee Gear

Location: Remote (Anywhere)

Type: Full-time

Reports to: Head of Sales & CS

About 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 Role

This isn't a ticket-closing role. We're looking for someone who takes genuine ownership of the customer experience — from the moment a client places an order to the long after they've set up their equipment and are serving their first cup.

As our Customer Success Specialist, you'll be the operational and relational backbone of our post-sales experience. You'll lead a team, shape our processes, and be the person who makes sure every client interaction reflects the quality of the products we sell. You'll work cross-functionally with sales, logistics, marketing, and technical partners — and you'll have real authority to improve how things work.

If you're energized by solving complex operational problems, building systems that scale, and genuinely caring about the people you serve, this role was built for you.

What You'll Be Responsible For:

Customer Success & Team Leadership You'll own the full customer journey and lead the team that delivers it — setting KPIs, coaching performance, and building the kind of culture where every client issue gets resolved with urgency and care.

Sales Enablement & Channel Coordination You'll support the consultative sales process through client communications across email, SMS, and social platforms, overseeing accurate quote and invoice creation via Shopify and QuickBooks, and helping coordinate third-party and social commerce channels alongside marketing and sales.

Post-Sales Operations From client onboarding and equipment setup to coordinating installations with technical partners, you'll ensure the handoff from sale to satisfied customer is seamless. You'll also handle ongoing inquiries and facilitate accessory or parts orders — including specialty items that aren't in the catalog.

Logistics, Damages & Returns When things go wrong — damaged shipments, return claims, logistics delays — you're the one who owns the communication and the resolution. You'll work closely with logistics teams to move fast, communicate clearly, and turn a frustrating moment into a trust-building one.

Process Improvement You'll keep an eye on what's breaking repeatedly, then fix it for good. Whether that means designing a new workflow, proposing an automation, or rallying cross-functional partners around a better way of doing things — you'll make the operation measurably better over time.

Requirements

You bring at least 5 years in a client-facing operations or customer success role, with 2+ years leading a team.

You know Shopify, or tools close enough that you'll get up to speed fast.

You communicate with clarity and warmth — in writing and in conversation — and you have the analytical instincts to spot patterns and act on them.

Experience in e-commerce operations is essential.

Familiarity with professional coffee equipment or the specialty coffee industry is a real plus — and even if you're new to coffee, a genuine passion for it will take you far here.

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.