• Supports our members in their disenrollment requests and related quality assurance. • Acts in a customer-focused manner and is genuinely interested in the needs of our members. • Address’ various customer-related needs and problem-solve to effectively resolve call escalations. • Serves as a “subject matter expert” in escalated member calls at risk of disenrollment. • Identifies process improvement opportunities within the Member Engagement department. • Responsible for meeting and exceeding monthly goals as assigned. • Conducts outbound phone calls and/or receiving inbound phone calls within the department’s goal timeframe. • Collaborates with our partners to facilitate the member experience. • Participates in required team meetings and trainings.

• Own results and relationships for 4–5 high-value Shopify brands (5M+/year), handling the most complex strategic challenges • Develop advanced retention strategies and playbooks — writing your own copy and directing creative to make it bang • Mentor specialists on the team, contribute to process improvements, and represent OKTOBER in complex client negotiations

• Responsible for handling customers’ requests to downgrade or disconnect Cogeco services. • Works to effectively resolve customer issues. • Builds value in Cogeco’s products and services by communicating the advantages and benefits. • Responsible for calling various outbound customer lists to maximise retention and sales opportunities. • Offers an outstanding service and customer focus. • Answers customer inbound phone inquiries. • Offers customized solutions and options while responding to questions.

Role Description Pro Coffee Gear is seeking an experienced and proactive Customer Success Specialist 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. Benefits - 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.