Customer Success Specialist with Coffee Experience

About the role

We are looking for a Customer Success Specialist with a passion for specialty coffee to join our fast‑growing international e‑commerce team in Switzerland. You will own the full client journey, from initial inquiry through post‑sales support, ensuring seamless communication and long‑term satisfaction in a remote‑first environment.

Key responsibilities

• Manage the end‑to‑end customer journey, delivering high‑quality service from inquiry to long‑term relationship management.
• Develop and scale customer success strategies, processes and KPIs aligned with business growth.
• Lead onboarding, after‑sales coordination, technical service communication and issue resolution.
• Coordinate consultative communications via email, SMS and social platforms while supporting sales enablement.
• Oversee quote generation, invoicing and order coordination using Shopify, QuickBooks and related tools.
• Collaborate with logistics to handle shipping issues, damage claims, returns and customer concerns.
• Assist customers with equipment setup, accessory recommendations and replacement parts sourcing.
• Identify recurring operational challenges and implement process improvements and automation.
• Work cross‑functionally with sales, marketing, logistics and technical teams to ensure a consistent global customer experience.

Required profile

• Minimum 5 years of experience in customer success, client services or related client‑facing roles.
• At least 2 years in a leadership or supervisory capacity.
• Strong background in e‑commerce operations, preferably with experience on platforms such as Shopify or QuickBooks.
• Excellent written and verbal communication skills across multiple channels.
• Strong organizational, analytical and problem‑solving abilities with high attention to detail.

Required skills

• Shopify
• QuickBooks