March 13, 2025
La Marzocco USA is hiring a Customer Success Team Lead in our Home Department!
Why work at La Marzocco USA?
At La Marzocco, we pride ourselves on our artisan heritage, our passion for coffee, and commitment to our customers. As a leader in coffee equipment technology since 1927, La Marzocco is committed to the craft of hospitality, the pride of service, and the humility of our responsibility to future generations. Located in the Ballard neighborhood of Seattle, WA and with satellite offices and warehouses in multiple cities across the United States, La Marzocco USA carries the proud traditions of our Italian heritage while offering a modern work environment and a dedication to fostering personal and professional growth for all employees.
What we offer you:
How you’ll have an impact at La Marzocco:
The Customer Success Team Lead for La Marzocco Home is focused on transforming customer support services to create a better experience for La Marzocco Home customers and the entire Home team. This role is instrumental in driving innovation and streamlining customer service cross-departmentally. This position also serves as a first customer contact and will help advance and improve service and experience for La Marzocco Home customers.
A typical day as the Customer Success Team Lead might include a mix of the following:
· Provide high-level customer service via phone, email, video, and in person support to external LM customers and internal personnel. Serve as point person for escalated service issues and VIP customers.
· Drive customer capture and retention; maintain up-to-date client information, requests, and product feedback.
· Analyze key customer service metrics to identify performance improvement opportunities. Utilize business tools as well as personal insight to drive results.
· Create and maintain a comprehensive team schedule, ensuring coverage for all duties and during business hours. Maintain an efficient and highly functional showroom and office.
· Serve as back-up for the Director to lead and attend Home team meetings, inform team members of Home Marketing strategies and priorities, collaborate with teammates and communicate support needed from team for Marketing initiatives.
· Educate customers on basics of espresso techniques, ensuring a personalized and exceptional service experience. Provide subject-matter expertise for all La Marzocco Home products to customers.
The details:
· Location: Seattle, WA, on-site in Ballard
· Salary Range: $70,000-$78,000 annual base salary depending on experience, with 5% bonus opportunity
· Schedule: M-F 40 hours/week. Occasionally, there will be a need for additional hours based upon increased workload demands, travel, or events.
· Reports to: Director of La Marzocco Home
· Physical requirements: Ability to sit and stand for long periods of time, walking at a quick pace, reaching, climbing, stooping, kneeling, lifting up to 50 pounds
What you’ll bring to the table:
· Bachelors degree in Business, Marketing, or related degree required.
· 5 years of experience in a customer support role for e-Commerce product, with at least 2 years in a Customer Service leadership role required. Experience with coaching team member performance to improve and optimize customer service workflows.
· Excellent presentation and high-level customer service skills. Able to deliver clear, compassionate communication while proactively managing client needs, ensuring all interactions reflect the La Marzocco Hospitality standard.
· Comprehensive knowledge of the specialty coffee market; and/or Barista for a specialty coffee company and/or work experience with home coffee brewing machines and grinders highly desired. Passionate about the La Marzocco brand and specialty coffee industry.
· Expertise with Microsoft Office, SAP, Help Scout, WooCommerce, and Salesforce; and the ability to learn new software.
· High degree of organization and ability to manage multiple projects and priorities. Self-starter who can work collaboratively while also individually seeking out potential areas of improvement. Can work in a fast-paced, rapidly changing environment that is very customer-centric. Strong problem-solving abilities, with the ability to think quickly and adapt to new challenges.
For new hires, we strive to make competitive offers allowing the new employee room for future growth. The exact base salary is determined by various factors including experience, skills, education, geographic location, and budget.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are committed to creating a diverse and welcoming workplace that includes employees with a range of backgrounds and experiences. We believe this enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
Qualified Applicants should send their Cover Letter and Resume to:
La Marzocco Human Resources