Customer Success Specialist with Coffee Experience

About the role

We are seeking a Customer Success Specialist who combines a passion for specialty coffee with strong e‑commerce expertise. Based in Germany and operating in a remote‑first environment, you will own the full client journey, from initial inquiry through post‑sales support, ensuring long‑term satisfaction for a global customer base.

Key responsibilities

• Manage the end‑to‑end customer journey, delivering high‑quality service from onboarding to long‑term relationship management.
• Develop and scale customer success strategies, processes, and KPIs aligned with business growth.
• Lead day‑to‑day customer service operations, including technical support, issue resolution, and after‑sales coordination.
• Coordinate communications across email, SMS, and social platforms while supporting sales enablement.
• Generate quotes, handle invoicing, and oversee order coordination using Shopify and QuickBooks.
• Collaborate with logistics to resolve shipping issues, damage claims, returns, and other customer concerns.
• Provide equipment setup guidance, accessory recommendations, and parts sourcing.
• Identify recurring operational challenges and implement process improvements and automation.

Required profile

• Minimum 5 years of experience in customer success, client services, or related roles.
• At least 2 years in a leadership or supervisory capacity.
• Strong background in e‑commerce operations, preferably with Shopify and QuickBooks.
• Excellent written and verbal communication skills across multiple channels.
• Highly organized with strong analytical and problem‑solving abilities.

Required skills

• Shopify
• QuickBooks

What we offer

• Opportunity to work in a fast‑growing international e‑commerce environment.
• Remote‑first work setting with flexibility.
• Collaborative culture focused on innovation and customer‑centricity.