Cape Town, Western Cape, South Africa · Remote Solely
Senior
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Cape Town, Western Cape, South Africa · Remote Solely
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Full-time
Remote-first Environment, Flexible Work Environment, Collaborative Culture
Posted 2h ago
~40 hrs/week
Remote in Cape Town, Western Cape, South Africa, Copenhagen, Capital Region of Denmark, Denmark
Responsibilities
Lead the global customer experience function by defining scalable success strategies and managing a high-performing team. Oversee the end-to-end customer journey, including sales enablement, post-sales operations, and logistics management.
Requirements
Requires at least 5 years of experience in client-facing operations with 2 years in leadership and a background in e-commerce. Proficiency in Shopify and QuickBooks is strongly preferred, along with strong communication and analytical skills.
Full job description
Job Title: Head of Customer Success
Location: Remote (Global) Company: Pro Coffee Gear
Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to 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 in English. Submissions in other languages will not be considered.
Pro Coffee Gear is a best-in-class coffee machine supplier for home and commercial use located in Austin, Texas.
Industry
Retail Office Equipment
Company size
11-50 employees
Founded
2020
Headquarters
Austin, Texas
LinkedIn followers
5,615
We are a leading supplier of premium coffee equipment and accessories for cafes, roasters, coffee carts, home baristas and other commercial coffee operations. We offer a wide selection of new, used, and professionally renewed espresso machines, grinders, brewers, water filtration, and barista tools — all backed by expert support and industry-leading warranties.
With transparent pricing, personalized guidance, and technical support, we help you find the right gear to elevate your coffee program and brewing experience. Based in Texas, we serve coffee lovers nationwide online and at our warehouse location.
How many Management & Leadership jobs are open in Cape Town, South Africa right now?
There are currently 347 open management & leadership positions in Cape Town, South Africa listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Cape Town, South Africa?
Companies currently hiring include Haldren, Old Mutual South Africa, EXL, Standard Bank Group, Pick n Pay, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Cape Town, South Africa?
Yes — 132 of the 347 open management & leadership positions offer remote or hybrid work (51 remote, 81 hybrid).
How do I apply for Management & Leadership jobs in Cape Town, South Africa?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.