What are the responsibilities and job description for the Customer Success Specialist with Coffee Experience position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Specialist with Coffee Experience in Canada.
Join a fast-growing international e-commerce environment where customer experience, operational excellence, and passion for specialty coffee come together. In this role, you will lead customer success initiatives across the full client journey, ensuring seamless communication, post-sales support, and long-term customer satisfaction. You’ll collaborate with cross-functional teams to improve processes, streamline operations, and deliver exceptional service to a global customer base. The position combines strategic leadership with hands-on problem-solving in a highly dynamic and remote-first setting. This opportunity is ideal for professionals who enjoy building relationships, optimizing workflows, and contributing to a customer-centric culture. Candidates with experience in coffee equipment, specialty coffee, or related industries will thrive in this collaborative and innovation-driven environment.
\n- Manage and enhance the full customer journey, ensuring a high standard of service from initial inquiry through post-sales support and long-term relationship management.
- Develop scalable customer success strategies, processes, and KPIs aligned with operational goals and business growth objectives.
- Lead and support customer service operations, including onboarding, aftersales coordination, technical service communication, and issue resolution.
- Coordinate consultative customer communications across email, SMS, and social platforms while supporting sales enablement initiatives.
- Oversee quote generation, invoicing, and order coordination using e-commerce and financial management tools such as Shopify and QuickBooks.
- Collaborate with logistics and operations teams to manage shipping issues, damage claims, returns, and customer concerns efficiently and professionally.
- Assist customers with equipment setup guidance, accessory recommendations, replacement parts sourcing, and ongoing support needs.
- Identify recurring operational challenges and implement process improvements, automation opportunities, and workflow optimizations to improve efficiency and customer satisfaction.
- Work cross-functionally with sales, marketing, logistics, and technical partners to ensure a seamless and consistent customer experience globally.
Requirements:
- Minimum of 5 years of experience in customer success, customer operations, client services, or a related client-facing role, including at least 2 years in a leadership or supervisory capacity.
- Strong background in e-commerce operations with hands-on experience using platforms such as Shopify, QuickBooks, or similar business systems.
- Excellent written and verbal communication skills with the ability to manage customer interactions professionally across multiple channels.
- Strong organizational, analytical, and problem-solving abilities with exceptional attention to detail.
- Proven ability to manage multiple priorities in a fast-paced remote work environment while maintaining a customer-first mindset.
- Experience coordinating post-sales support, logistics communication, onboarding, and operational workflows.
- Familiarity with professional coffee equipment or the specialty coffee industry is highly preferred.
- Comfortable collaborating with globally distributed teams and working independently with a proactive approach.
- Strong leadership and relationship-building capabilities with a passion for delivering outstanding customer experiences.
- Professional-level English communication skills are required, and all application materials must be submitted in English.
Benefits:
- Fully remote work environment with the flexibility to work from anywhere globally.
- Opportunity to lead and shape a high-impact customer success function within a growing international business.
- Collaborative and supportive team culture driven by innovation, customer care, and a passion for specialty coffee.
- Exposure to a fast-growing e-commerce environment with strong opportunities for professional development and career growth.
- Flexible work structure that encourages autonomy, ownership, and work-life balance.
- Dynamic and globally distributed team environment with cross-functional collaboration opportunities.
- Ability to make a direct impact on operational improvements and customer satisfaction initiatives.
- Engaging work environment focused on continuous improvement, innovation, and long-term customer relationships.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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