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 role model for professionalism, integrity, and teamwork, the Home Manager USA delivers enhanced client experience and demonstrates operational efficiency. This position will lead a team of customer success staff in order to advance and improve service and experience for La Marzocco Home customers. This role works closely with the Director of Home to support strategic initiatives, events, and prioritize customer support.

A typical day as the Home Manager USA might include a mix of the following:

• Lead and manage La Marzocco Home USA’s best-in-class team of customer support and education professionals. Foster an environment of partnership, positivity, and a bias toward action, inspiring the team to excel and deliver exceptional customer service.
• Provide high-level phone, email, video, and live support to external La Marzocco USA customers and internalpersonnel.Problem-solve customer experience escalations ensuring the best possible experience for all customers.
• 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.
• Innovate and bring new ideas to enhance processes and customer engagement. Analyze key business metrics to identify performance improvement opportunities.
• Management and support of all La Marzocco Home events, including national and regional tradeshows, La Marzocco Showroom events, sales presentations, educational programs, and Community Engagement events.

The details:

• Location: Seattle, WA, on-site required with hybrid option
• Salary Range: $80,000-$90,000 annual base salary depending on experience, with 7.5% 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.
• Ability to travel Nationally and Internationally up to 25% of the time
• 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, Communications or related degree required.
• 5 years of experience in customer support for e-Commerce product with at least 5 years in a leadership role supervising employees required.
• Demonstrated proficiency with financial data and metrics and the ability to communicate financial implications to stakeholders.
• Comprehensive knowledge of the specialty coffee market; and/or Barista for a specialty coffee company and/or work experience with coffee brewing machines and grinders highly desired.
• Ability to critically assess and coach team member performance to improve and optimize customer service workflows. High degree of organization and ability to manage multiple projects and priorities.
• 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.
• Expertise with Microsoft Office programs Word, Excel, Outlook and Power Point; expertise with SAP, Help Scout, WooCommerce, and Salesforce; and the ability to learn new software.

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 apply with their Cover Letter and Resume.

Questions can be directed to La Marzocco USA Human Resources: jobs.usa@lamarzocco.com