Head of Customer Excellence

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeLeadership Full time $60,000 - $90,000
Job Opportunity

Pro Coffee Gear is seeking a skilled professional to lead and evolve our global customer experience function.

This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key ResponsibilitiesCustomer Success Leadership
  • Develop scalable customer success strategies to support growth.
  • Establish and track key performance indicators (KPIs), processes, and team goals aligned with business objectives.
  • Build, manage, and mentor a high-performing customer success team.
Sales Enablement & Channel Coordination
  • Enable consultative sales processes through client communications across various 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.
Post-Sales Operations & Aftersales Support
  • Manage client onboarding and equipment setup, coordinating installations with technical service partners.
  • Respond to customer inquiries regarding product use, service needs, and ongoing support.
  • Facilitate additional orders of accessories, filters, or parts.
Shipping, Damage, and Returns Management
  • Lead customer communications related to logistics, damages, and return claims.
  • Collaborate with logistics teams to ensure fast, clear resolutions and optimize related processes.
Process Improvement
  • 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.
Qualifications
  • 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 preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
What We Offer
  • 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.

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