Customer Support Lead

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: TYPE OF WORK

Full Time

: SALARY

$1000/month

: HOURS PER WEEK

40

: DATE UPDATED

Sep 11, 2026

JOB OVERVIEW

*Pro Coffee Gear | Full-Time | Remote*

About Pro Coffee Gear

Pro Coffee Gear is a fast-growing coffee equipment company serving home enthusiasts, cafés, restaurants, and hospitality businesses across the U.S. We sell professional espresso machines, grinders, brewers, and related equipment, while supporting customers through order support, product guidance, technical troubleshooting, warranty, installation, and service.

About the Role

We’re looking for a *Customer Support Lead* to join our growing Customer Support team.

This is a *senior customer support role and individual contributor position*. You’ll handle customer conversations, own more complex cases, help keep daily CS execution moving, and become a reliable resource for the team.

The ideal candidate is someone who can quickly understand a situation, find the right information, make good decisions, and take ownership through resolution. You should be comfortable working across multiple systems and teams and know when to solve something yourself versus when to escalate.

This role is a great fit for someone who enjoys *problem-solving, customer communication, and operational execution* and wants to take on more responsibility than a traditional CS Associate role.

What You'll Do

- Handle customer inquiries across Front, Quo, email, phone, and other support channels
- Own customer conversations from initial request through resolution or the appropriate next step
- Handle standard and more complex questions related to orders, products, shipping, returns, warranties, and service
- Take Quo calls as a first technical/customer filter and gather the right information before escalation
- Research customer orders, products, shipping, and fulfillment information across PCG systems
- Provide product guidance and help customers choose the right equipment when appropriate
- Troubleshoot basic issues and identify when technical support or service is required
- Coordinate with Sales, Technical Support, Service, Warehouse, and Operations to resolve customer issues
- Escalate issues with complete context rather than simply forwarding the customer
- Create and manage Asana tasks when another team needs to take action
- Follow up on open issues and make sure the next action happens
- Maintain accurate, organized, and complete Front conversations
- Meet CS response and SLA expectations
- Identify recurring customer questions, process gaps, and opportunities to improve the customer experience
- Help support the CS team by sharing knowledge, workflows, and solutions when needed

What We're Looking For

- 2+ years of customer support, customer success, or similar experience
- Experience supporting e-commerce customers
- Experience working in a fast-paced, high-volume support environment
- Strong written and verbal English communication
- Excellent problem-solving and critical-thinking skills
- Strong attention to detail and follow-through
- Comfortable handling multiple conversations and priorities at once
- Able to research information independently and find answers without constant assistance
- Strong judgment around when to resolve an issue vs. when to escalate
- Comfortable communicating with customers by phone
- Highly organized and comfortable working across multiple systems
- Customer-focused, empathetic, and professional
- Able to take ownership of an issue rather than simply passing it to another team
- Comfortable working independently in a remote environment

Nice to Have

- Coffee, espresso, hospitality, or specialty coffee experience
- Experience with espresso machines, grinders, or other coffee equipment
- Experience with Front, Quo, Shopify, ShipStation, Asana, or similar platforms
- Experience handling technical or product-related customer questions
- Experience working cross-functionally with Sales, Service, Operations, or Warehouse teams

Why Join PCG?

PCG is growing quickly, and Customer Support is a critical part of that growth. In this role, you'll have the opportunity to work closely with customers and multiple internal teams while helping build a more scalable and effective customer experience operation.

If you're someone who likes **solving problems, taking ownership, learning products deeply, and making things work better**, we'd love to hear from you.

SKILL REQUIREMENT

Ecommerce English Speaking Organization

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Customer Support Lead

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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