Customer Success Associate - NYC

Customer Success Associate

The Customer Success Associate is the daily voice of Commonwealth Joe to our corporate office and hospitality customers. This is a customer support-forward role: you will spend most of your day picking up the phone, replying to emails, resolving issues, and making sure every customer feels heard, helped, and valued.

Beyond support, you will help onboard new accounts, coordinate with our Operations and Delivery teams to keep service running smoothly, support billing and account changes, and drive retention through proactive outreach and problem-solving. You will work closely with Sales, Operations, and Accounting to support day-to-day account needs and build strong, long-lasting customer relationships.

This role reports to the Customer Success Manager and is critical to maintaining our high standards of customer satisfaction and retention.

Front-Line Customer Support

• Pick up inbound customer phone calls quickly, with a professional and friendly greeting.
• Respond to emails in the shared support inbox within our published SLA targets, including 1-hour phone response and 2-hour email response for Gold-tier customers.
• Practice active listening, collect proper account details on every interaction, and confirm understanding before moving to a solution.
• Communicate clearly and avoid internal jargon when speaking with customers.
• Drive efficient resolution of customer inquiries, setting clear expectations on next steps and timelines, and following through on every commitment made.
• Maintain a professional, on-brand tone in every customer interaction, whether by phone, email, or text.

Customer Onboarding

• Guide new corporate office and hospitality accounts through the onboarding process during their first 90 days.
• Coordinate with the Operations and Delivery teams to schedule installations and ensure a smooth handoff from the Sales team to Customer Success.
• Make sure new customers understand how to use our customer portal, manage their orders, set up their preferred payment method (with a strong push toward ACH Autopay), and get the most enjoyment out of our cold brew on tap service.

Account Management Support

• Develop and maintain strong relationships with existing customers to drive high satisfaction and retention.
• Conduct proactive outreach to monitor account health, surface concerns early, and keep service running smoothly.
• Support service adjustments, schedule changes, and special requests as customer needs evolve.
• Partner with Accounting to navigate billing questions, invoice corrections, and payment method changes.
• Collect and route customer feedback to the appropriate teams so we continually improve our products and service.

Cross-Functional Collaboration

• Work closely with Sales, Operations, and Accounting to support day-to-day account needs.
• Communicate effectively in shared channels and tools so the broader team has visibility into account activity.
• Maintain detailed records of customer interactions, issues, and resolutions in our CRM and shared inbox.

What You Bring

Required

• Excellent customer service skills and a genuinely friendly, professional manner.
• Strong active listening, problem-solving, and follow-through habits.
• Clear and confident communication, both written and verbal.
• Strong organizational skills and attention to detail across many concurrent customer interactions.
• A love of coffee and an interest in the beverage and hospitality industries.
• Comfort working onsite at least three days per week at our Beltsville production facility, with occasional time at our Clarendon office in Arlington, as determined by the CS Manager.

Preferred

• 1-3 years of work experience in a customer-facing role (customer support, account management, hospitality, or similar).
• Bachelor's degree in communications, marketing, business, or a related field.
• Basic understanding of the B2B sales lifecycle.
• Experience using a CRM in a sales or customer success capacity (Close.io, HubSpot, or similar) and proficiency with Google Workspace and Microsoft Office.
• Working AI competency, including using ChatGPT, Claude, or similar tools to draft, summarize, and get work done faster.
• Knowledge of the coffee industry.

Compensation and Schedule

• Base salary: $50,000 annually.
• Variable component: $10,000 annually, tied to performance against Customer Success metrics.
• Total On-Target Earnings ("OTE"): $60,000.

Schedule: full-time remote work, typically an 8-hour workday, aligned with our 8:30 AM to 6:00 PM EST customer support hours.

Commonwealth Joe Coffee Roasters