Customer Success Specialist | Coffee Industry

Valletta, Malta Island
Permanent
Full-time

3 days ago
Apply easily

Job Position: Customer Success Specialist with Coffee ExperienceCompany: Pro Coffee GearLocation: RemoteType: Full-timeReports to: Head of Sales & CSAbout Us:Pro Coffee Gear is a fast-growing ecommerce and wholesale distributor of commercial and home espresso equipment. We serve cafés, roasters, restaurants, and serious home baristas with new and refurbished espresso machines, grinders, and accessories from the most respected brands in coffee. We’re building a disciplined, data-driven growth engine — and paid media is a critical part of that foundation.About the RoleThis is not a traditional ticket-based support role. We’re looking for someone who takes full ownership of the end-to-end customer experience—from the moment an order is placed through onboarding, setup, and long-term success.As our Customer Success Specialist, you will lead both the operational and relational aspects of our post-sales journey. You’ll manage and develop a team, refine processes, and ensure every client interaction reflects the quality and care behind our products.You’ll collaborate closely with sales, logistics, marketing, and technical partners, with real autonomy to improve systems, remove friction, and elevate the customer experience at scale.This role is ideal for someone who thrives on solving complex operational challenges, building scalable systems, and delivering meaningful, human-centered service.What You'll Be Responsible For:Customer Success & Team Leadership

Own and continuously improve the full customer journey from purchase to long-term success.

Lead, coach, and develop a high-performing customer success team.
Define and track KPIs to ensure consistent, high-quality service delivery.
Foster a culture of accountability, responsiveness, and customer care.

Sales Enablement & Channel Coordination

Support the consultative sales process through timely, high-quality client communication across email, SMS, and social channels.
Oversee accurate quote and invoice creation using tools such as Shopify and QuickBooks.
Coordinate closely with sales and marketing on third-party platforms and social commerce channels.

Post-Sales Operations

Ensure a seamless transition from sale to onboarding, including equipment setup and client activation.
Coordinate installations and service delivery with technical partners.
Manage ongoing customer inquiries and facilitate orders for accessories, parts, and custom requests.

Logistics, Returns & Issue Resolution

Own customer communication and resolution for shipment issues, damages, returns, and delays.
Partner with logistics teams to resolve issues quickly and transparently.
Turn operational challenges into opportunities to build trust and strengthen relationships.

Process Improvement & Operational Excellence

Identify recurring issues and implement scalable, long-term solutions.
Design and optimize workflows, introduce automation where appropriate, and improve cross-functional collaboration.
Drive continuous improvement to enhance efficiency, consistency, and customer satisfaction.

Requirements

5+ years of experience in client-facing operations, customer success, or similar roles, including at least 2 years leading teams.
Strong experience in e-commerce operations (required), with working knowledge of Shopify or similar platforms.
Excellent written and verbal communication skills, with a customer-first mindset.
Analytical and problem-solving skills, with the ability to turn insights into action.
Experience in the specialty coffee industry or with professional coffee equipment is a plus; strong interest in the space is highly valued.

Benefits

Remote-first role with a globally distributed team and flexible working environment.
Opportunity to lead and scale a critical, high-impact function within a growing company.
Collaborative and passionate culture focused on innovation, ownership, and a shared love for coffee.

Pro Coffee Gear