Head of Customer Experience

2 days ago

General Santos, Soccsksargen, Philippines beBeeCustomer Full time $60,000 - $90,000
Job Overview:

We are seeking an experienced and proactive leader to spearhead our customer success function, driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities
  • Oversight of the end-to-end customer experience and definition of scalable customer success strategies to support growth.
  • Establishment and tracking of KPIs, processes, and team goals aligned with business objectives.
  • Building, managing, and mentoring a high-performing customer success team, including support, aftersales, and service coordination.
Sales Enablement & Channel Coordination
  • Enablement of the consultative sales process through client communications across email, SMS, and social platforms.
  • Overseeing accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.
  • Support for third-party and social commerce sales channels in coordination with marketing and sales teams.
Post-Sales Operations & Aftersales Support
  • Management of client onboarding and equipment setup, coordinating installations with technical service partners.
  • Response to customer inquiries regarding product use, service needs, and ongoing support.
  • Facilitation of additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.
Shipping, Damage, and Returns Management
  • Leadership of customer communications related to logistics, damages, and return claims.
  • Collaboration with logistics teams to ensure fast, clear resolutions and optimization of related processes.
Process Improvement
  • Monitoring of recurring operational pain points and identification of opportunities for automation or process streamlining.
  • Cross-functional collaboration to implement improvements that enhance internal efficiency and client experience.
Requirements:
  • 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 strongly preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.
We Offer:
  • A remote-first, globally distributed team and flexible work environment.
  • The opportunity to lead a high-impact function within a fast-growing organization.
  • A collaborative, passionate culture driven by innovation and a love for quality services.

Please submit your CV in English. Submissions in other languages will not be considered.

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