Hirezar Summary for South African Applicants

This fully remote full time position at Pro Coffee Gear explicitly welcomes applicants based in South Africa. This role is suited for executive-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.

Job Description

Job Title:Head of Customer Success

Location:Remote (Global)Company:Pro Coffee Gear

Pro Coffee Gearis a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactiveHead of Customer Successto lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities

Customer Success Leadership
* Own the end-to-end customer experience and define scalable customer success 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 the consultative sales process through client communications across email, SMS, and social platforms.
* Oversee accurate and timely 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, including sourcing specialty items not listed online.

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 that enhance internal efficiency and client experience.

Qualifications
* 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.

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.
Important:All applicants must submit their CV inEnglish. Submissions in other languages will not be considered.

Originally posted onHimalayas

Tips for South African Applicants

Timezone Advantage

South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.

Salary in Context

Even without a listed salary, international remote roles typically pay 2-3x more than equivalent local positions in South Africa due to the exchange rate advantage.

Application Tips

Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.

Load Shedding Preparedness

If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.

About Pro Coffee Gear

Pro Coffee Gear is a company in the Sales industry that hires remote workers from South Africa.