Customer Success Specialist at La Marzocco Seattle, WA

Overview

La Marzocco USA is hiring a Customer Success Specialist in our Home Department. Located in the Ballard neighborhood of Seattle, WA, La Marzocco USA is a leader in coffee equipment technology with a focus on hospitality, service, and growth for our employees. This role supports La Marzocco Home customers by delivering white-glove service and ensuring an exceptional brand experience.

• Provide high-level customer service via phone, email, video, and in-person support to external customers and internal personnel.
• Capture customer feedback and recommend continuous improvement initiatives to enhance satisfaction.
• Analyze key customer service metrics to identify opportunities for performance improvement.
• Educate customers on espresso techniques and provide a personalized service experience.
• Provide subject-matter expertise for all La Marzocco Home products to customers.
• Assist in managing the overall look, brand, and customer experience in the Home Showroom.
• Conduct trainings, tours, and product knowledge presentations within the Showroom.
• Attend Home team meetings, collaborate with teammates, and communicate support needs with the team.

• Location: Seattle, WA, on-site in Ballard
• Compensation: $24.00 - $26.00 per hour base, plus 5% bonus opportunity (depends on experience)
• Schedule: Monday – Friday, 40 hours/week; additional hours as needed for workload, travel, or events
• Reports to: Director of La Marzocco Home
• Physical requirements: Sit/stand for long periods, rapid walking, reaching, climbing, stooping, kneeling, lifting up to 50 pounds

• High School Diploma or equivalent required. Bachelor’s degree in Business, Marketing, or related field desired.
• Comprehensive knowledge of the specialty coffee market and/or experience with home brewing equipment; prior barista experience is a plus.
• At least 2 years of customer service experience, preferably in the coffee industry; or 2 years in customer support or back-office support.
• Passion for the La Marzocco brand and the specialty coffee industry.
• Proficiency with Microsoft Office, SAP, Help Scout, Woo Commerce, and Salesforce; ability to learn new software.
• Strong organization and ability to manage multiple projects and priorities; self-starter who collaborates and identifies improvements.
• Ability to thrive in a fast-paced, customer-centric environment with strong problem-solving skills.

• Competitive benefits package including health, dental, life/disability, and retirement
• Employee reimbursement for qualified wellness items
• Employee discounts and generous PTO
• 401(k), flexible spending account, and other listed benefits
• Equal opportunity employer statement:
  All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to diversity and inclusion.

Qualified applicants should send their cover letter and resume to:
La Marzocco Human Resources,