$150,000–$180,000 Per Year
Alliance/Partner Management, Alliance/Partner Marketing, Automation, Best Practices, Case Management, Channel Strategies, Channel Support, Coffee Making, Continuous Improvement, Cost Effectiveness Analysis, Cross-Functional, Customer Escalations, Customer Experience, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Service Evaluation, Customer Service Operations, Distribution Services, Documentation, Identify Issues, Knowledge Base, Leadership, Maintenance Services, On Site Support, Operational Support, Outsourcing, Performance Metrics, Process Improvement, Relationship Management, Reporting Dashboards, Service Level Agreement (SLA), Supply Chain, Sustainability, Systems Administration/Management, Team Player, Technical Support, Technical Writing, Time Management, Trouble Tickets
Role Head of Global Service Operations
Department Customer Experience
Reports To Chief Operating Officer
Compensation Range 150000.00 - 180000.00 annually
About Us
Headquartered in Berkeley, CA, Bellwether Coffee is working to positively transform the coffee industry by making coffee roasting more accessible and sustainable. Our revolutionary electric ventless commercial coffee roaster does not require gas lines or expensive ventilation. Its the most consistent and controllable roaster available, with the lowest carbon footprint of any commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee.
About this Role
This role will report to the Chief Operating Officer and be responsible for leading Bellwether Coffees global service organization. This role will oversee customer support operations across our hardware, shop, roasters, and coffee marketplace globally. You will manage the full lifecycle of customer technical support-from inbound tickets to field technician dispatch-ensuring fast resolution, seamless communication, and world-class customer experience. Youll also lead and manage our global service partner and distributor support strategy and framework.
This leader will collaborate cross-functionally across the organization, working closely with Supply Chain, parts Engineering, troubleshooting, and Customer Success to create a scalable, data-driven, and proactive support model.
Job Location
The role requires on-site presence in Berkeley, a minimum of 4 days per week.
Primary Responsibilities
Team Leadership & Strategy
- Build and lead the Technical Support team, Tier 1-3 support escalation, and outsourced partners.
- Develop KPIs, SLAs, and reporting to drive continuous improvement and customer satisfaction.
- Own the strategy for scaling global support operations as Bellwether expands for customers, partners, service partners, and distributors across 15 countries.
Customer Case Management
- Oversee triage and resolution of all customer trouble tickets, cases, and escalations.
- Establish clear escalation paths and ensure timely communication with customers.
- Maintain high CSAT and NPS through proactive support and issue prevention.
Field & Outsourced Technician Coordination
- Manage the dispatching of Bellwether service technicians and third-party service partners.
- Ensure there are service partners within 2 hours of every roaster installation.
- Lead and manage service partner strategy globally.
- Build, maintain, and manage the relationships with outsourced service providers.
- Ensure quality, cost-effectiveness, and consistent customer experience.
Parts & Repairs Coordination
- Partner with Supply Chain and Parts teams to ensure timely shipment of replacement parts.
- Track and optimize parts usage, warranty claims, and repair cycles.
- Create documentation and knowledge bases for repeatable solutions.
Systems & Tools
- Oversee CRM, ticketing platform setup, workflows, and integrations.
- Drive automation and self-service options to reduce case load.
- Implement reporting dashboards for real-time visibility into support operations.
Cross-Functional Collaboration
- Provide structured feedback to Engineering, Product, and Operations based on support insights.
- Partner with Customer Success to ensure a seamless customer journey post delivery.
- Collaborate with Marketing and Training to improve documentation and education.
- Ensure all technical documentation is up-to-date and accessible.
Qualifications
7 years in customer technical support leadership, ideally with hardware and software experience.
Proven track record building and scaling support teams in a high-growth environment.
Experience managing outsourced service providers and field technicians.
Strong knowledge of ticketing systems, CRM tools, and support operations best practices.
Excellent cross-functional collaboration skills and executive presence.
Passion for sustainability, technology, and customer success.
You are authorized to work in the U.S