Customer Success (Remote from Germany)

About Jobgether

Jobgether is a platform that connects job seekers with remote job opportunities.

Job Summary

This role is a strategic and hands-on opportunity to lead and scale a global customer experience function within a fast-growing e-commerce environment. You will own the full customer journey, from pre-sales support through onboarding, aftersales, and long-term retention.

Key Responsibilities

• Own and continuously improve the end-to-end customer experience, defining scalable customer success strategies aligned with business growth objectives.
• Establish, track, and optimize KPIs, workflows, and team goals to drive customer satisfaction and operational excellence.
• Build, manage, and mentor a high-performing customer success function covering support, aftersales, and service coordination.
• Enable consultative sales and client communications across email, SMS, and social platforms, supporting both direct and third-party sales channels.
• Oversee accurate quote and invoice creation, client onboarding, equipment setup, and coordination with technical service partners.
• Lead customer communications related to shipping, damages, returns, and claims, ensuring fast, clear, and effective resolutions.
• Identify recurring operational pain points and collaborate cross-functionally to implement automation and process improvements.

Requirements

• Minimum of 5 years of experience in customer success, client operations, or a similar client-facing role, with at least 2 years in a leadership capacity.
• Strong background in e-commerce operations, with hands-on experience using platforms such as Shopify and QuickBooks preferred.
• Excellent written and verbal communication skills, with the ability to manage complex customer interactions professionally.
• Strong analytical, organizational, and problem-solving skills, with high attention to detail.
• Ability to manage multiple workflows, priorities, and stakeholders in a remote, fast-paced environment.
• Familiarity with professional coffee equipment or the specialty coffee industry is a strong advantage.

Benefits

• Fully remote, flexible work environment with a globally distributed team.
• Opportunity to lead a high-impact function within a rapidly growing brand.
• Collaborative and passionate culture focused on innovation and customer excellence.
• Exposure to international customers and cross-functional business operations.