Customer Support Lead

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

: 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

SHARE THIS POST

Job Post	Reporter	Rank	Reason	Date

BENCHMARKS

Loading Time: Base Classes	0.0007
Controller Execution Time ( Jobseekers / Job )	0.0118
Total Execution Time	0.0130

GET DATA

No GET data exists

MEMORY USAGE

1,508,640 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/job/Customer-Support-Lead-1728501

CLASS/METHOD

jobseekers/job

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 13 (0.0060 seconds) (Hide)

0.0003	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0004	SELECT * FROM `employer_jobs` WHERE `job_id` = 1728501 LIMIT 1
0.0004	SELECT * FROM `employers` WHERE `employer_id` = 962090 LIMIT 1
0.0005	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1728501 AND `misc`.`id` IS NULL
0.0005	SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-09-21',ej.date_added) duration_days, DATEDIFF('2026-09-21',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND ((e.user_level >= '500' AND ej.date_added <= e.rebill_date) OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-09-21',ej.date_added) <= 14 )) AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1728501'
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1728501
0.0008	`UPDATE employer_jobs SET hit_counts = '*Sep-11-2026=1717Sep-12-2026=151Sep-13-2026=68Sep-14-2026=78Sep-15-2026=51Sep-16-2026=26Sep-17-2026=22Sep-18-2026=15Sep-19-2026=13Sep-20-2026=1**Sep-21-2026=2' WHERE job_id= '1728501'`
0.0007	`UPDATE employer_jobs SET monthly_hits = '***Sep-2026=2140' WHERE job_id= '1728501'`
0.0003	`SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1728501' AND status LIKE 'sent%' ORDER BY id DESC`
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1728501
0.0003	SELECT COUNT(*) AS `numrows` FROM `employer_jobs` WHERE `employer_id` = '962090' AND `date_added` >= '2022-06-08'
0.0009	`select * from teasers`
0.0002	`SELECT * FROM skill_categories WHERE skill_cat_id=''`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1790021049
last_page	https://v1.stage.onlinejobs.ph/jobseekers/job/Customer-Support-Lead-1728501
csrf-token	46e8f73d05fd2d85874e6851a5744820

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.216.179
HTTP_DNT

Customer Support Lead

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?