Visionary Customer Experience Architect

2 days ago

San Juan, National Capital Region, Philippines beBeeCustomerExperience Full time ₱400,000 - ₱600,000
Global Customer Experience Strategist

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 leader to oversee our global customer experience function, driving satisfaction, loyalty, and operational excellence throughout the customer journey.

The ideal candidate will possess a strong background in client-facing operations or customer success roles, with at least 2 years of leadership experience. They should have excellent written and verbal communication skills, analytical and problem-solving skills, and attention to detail. A familiarity with professional coffee equipment or the specialty coffee industry is advantageous but not essential.

Key Responsibilities:
  • Own the end-to-end customer experience, defining scalable 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.
Sales Enablement & Channel Coordination:
  • Enable consultative sales processes through client communications across email, SMS, and social platforms.
  • Oversee 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.
  • Work 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 enhancing internal efficiency and client experience.
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.

Applicants must submit their CV in English. Submissions in other languages will not be considered.

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