Job Description

May 29, 2025

La Marzocco USA is hiring a Customer Success Specialist 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:

• A generous benefits package including health, dental, life/disability, and retirement
• Employee reimbursement program for qualified green and wellness items
• Employee discounts
• Generous PTO

How you’ll have an impact at La Marzocco:

A Customer Success Specialist for La Marzocco Home offers an uncompromised La Marzocco experience to the barista at home through best-in-class customer support. This position serves as a first customer contact and will help advance and improve service and experience for La Marzocco Home customers. A Customer Success Specialist is responsible for elevating customer experience by consistently delivering white glove service, demonstrating passion for the brand, and providing La Marzocco hospitality during every client interaction.

A typical day as the Customer Success Specialist might include a mix of the following:

• Provide high-level customer service via phone, email, video, and in person support to external La Marzocco customers and internal personnel.
• Capture customer feedback and recommend continuous improvement initiatives to enhance customer satisfaction.
• Analyze key customer service metrics to identify performance improvement opportunities.
• 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. 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 needed from team.

The details:

• Location: Seattle, WA, on-site in Ballard
• Compensation Range: $24.00 - $26.00 per hour base, 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:

• High School Diploma or equivalent required. Bachelors degree in Business, Marketing, or related degree desired.
• 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 required.
• At least 2 years customer service experience, preferably in the coffee industry; and/or 2 years of experience in customer support or back-office support.
• 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

jobs.usa@lamarzocco.com

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