Senior Customer Success Specialist – Coffee Equipment & E‑Commerce – Remote Worldwide

About brighthush

Welcome to brighthush, the global leader in premium coffee equipment and accessories. Founded on a passion for the art of coffee and a commitment to exceptional customer experience, we have grown from a small online boutique into a worldwide e‑commerce powerhouse. Our mission is simple: empower coffee lovers, baristas, and hospitality professionals with the tools they need to craft unforgettable brews, while delivering unparalleled service at every touchpoint.

Why Join brighthush?

At brighthush, we blend innovation, culture, and purpose. Our remote‑first model means you can work from anywhere while collaborating with a diverse, high‑energy team that values creativity, continuous learning, and a shared love for coffee. As we scale, we’re looking for a visionary Customer Success Specialist who can shape the future of our customer experience, drive loyalty, and help us maintain the gold standard our customers expect.

Key Responsibilities

In this strategic role, you will own the entire customer journey—from first contact to long‑term partnership—while leading a high‑performing team. Your day‑to‑day activities will include:

• Customer Success Leadership
  • Define and execute scalable customer success strategies that align with brighthush’s growth objectives.
  • Establish, monitor, and report on KPIs such as CSAT, NPS, churn, and upsell revenue.
  • Build, coach, and mentor a cross‑functional team covering support, aftersales, and service coordination.
• Sales Enablement & Channel Coordination
  • Serve as the bridge between sales and customer success, ensuring a seamless consultative sales process.
  • Manage accurate quote and invoice creation using Shopify, QuickBooks, and other integrated tools.
  • Collaborate with marketing and sales to support third‑party and social commerce channels.
• Post‑Sales Operations & Aftersales Support
  • Oversee client onboarding, equipment setup, and installation coordination with technical partners.
  • Provide expert guidance on product usage, maintenance, and troubleshooting.
  • Drive additional accessory, filter, and parts sales, including sourcing specialty items not listed online.
• Shipping, Damage, and Returns Management
  • Lead proactive communication with customers regarding logistics, damages, and return claims.
  • Partner with logistics teams to resolve issues quickly and improve processes.
• Process Improvement
  • Identify recurring operational pain points and champion automation or workflow enhancements.
  • Work cross‑functionally to implement solutions that boost internal efficiency and elevate the client experience.

Essential Qualifications

• Minimum 5 years of client‑facing operations or customer success experience.
• At least 2 years in a leadership or managerial capacity.
• Proven track record in e‑commerce operations, with strong familiarity in Shopify and QuickBooks.
• Exceptional written and verbal communication skills, capable of crafting clear, engaging content across email, SMS, and social platforms.
• Analytical mindset with a keen eye for detail and problem‑solving.
• Experience in the specialty coffee industry or with professional coffee equipment is highly desirable.

Preferred Qualifications

• Experience managing a distributed, remote team.
• Knowledge of CRM systems such as HubSpot, Salesforce, or Zendesk.
• Background in logistics, supply chain, or returns management.
• Fluency in multiple languages, especially those spoken in key markets (e.g., Spanish, French, German).

Skills & Competencies

• Strategic thinking and execution.
• Leadership and team development.
• Customer‑centric mindset with a passion for coffee.
• Data‑driven decision making.
• Strong project management and organizational skills.
• Adaptability and resilience in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product line. As a senior leader in Customer Success, you will:

• Progress to Director or VP of Customer Success, shaping company‑wide strategy.
• Lead cross‑departmental initiatives that influence product development, marketing, and sales.
• Access to continuous learning resources, including industry conferences, coffee certifications, and leadership training.
• Mentorship from seasoned executives who have built global brands.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that respect your personal rhythm.
• Regular virtual team gatherings, coffee tastings, and hackathons.
• A culture that celebrates experimentation, innovation, and a shared love for coffee.
• Inclusive policies that support work‑life balance and personal well‑being.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to customer satisfaction and revenue growth.
• Health, dental, and vision insurance options.
• Generous paid time off and flexible holidays.
• Employee stock‑option or equity program to share in our success.
• Monthly coffee stipend and access to our product line at discounted rates.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to brew success with brighthush? Submit your CV in English, along with a cover letter that tells us why you’re the perfect fit for this role. We’re excited to hear how your experience and passion for coffee can help us elevate our customer experience to new heights.

Join the brighthush Family

At brighthush, we’re more than a company—we’re a community of coffee enthusiasts, innovators, and customer‑first thinkers. If you’re driven by the desire to create memorable experiences, thrive in a fast‑moving environment, and love coffee as much as we do, we want to hear from you. Apply today and help us shape the future of coffee equipment and service worldwide.