Expert Customer Experience Leader

24 hours ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeClientSuccess Full time ₱35,000 - ₱50,000

Job Title: Customer Success Lead

">">Overview">

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 Lead to lead and evolve our global customer experience function.

">Responsibilities">
  • ">
  • Own the end-to-end customer experience and define scalable customer success strategies to support growth, driving business outcomes and client satisfaction.">
  • 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, ensuring seamless transactions and efficient processes.">
  • Manage client onboarding and equipment setup, coordinating installations with technical service partners. Respond to customer inquiries regarding product use, service needs, and ongoing support, providing prompt resolutions and enhanced value.">
  • Lead customer communications related to logistics, damages, and return claims. Work with logistics teams to ensure fast, clear resolutions and optimize related processes, minimizing losses and maximizing efficiency.">
  • 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, fostering a culture of innovation and continuous improvement.">
">Qualifications">
  • ">
  • Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity, possessing strong leadership skills and expertise.">
  • Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred, demonstrating proficiency in key systems and tools.">
  • Outstanding written and verbal communication skills, enabling effective collaboration and stakeholder engagement.">
  • Strong analytical and problem-solving skills with attention to detail, driving data-driven decision-making and process optimization.">
  • Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage, showcasing expertise and passion.">
">What We Offer">
  • ">
  • A remote-first, globally distributed team and flexible work environment, promoting work-life balance and autonomy.">
  • The opportunity to lead a high-impact function within a fast-growing brand, driving strategic initiatives and business growth.">
  • A collaborative, passionate culture driven by innovation and a love for coffee, inspiring creativity and excellence.">
"],

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