Post-Sale Customer Support Specialist

About the Company

Adrian Magnus is part of Carazo Enterprise SL, a premium cigar distribution company established in 2012. With over 40 professionals, we manage the distribution of 30+ premium cigar brands across Europe, the U.S., and Latin America. Our mission is to bring the world’s finest handcrafted cigars to enthusiasts with precision, integrity, and a deep respect for tradition.

Operating from hubs in Madrid, Marbella, Gran Canaria, Panama, and Costa Rica, we are driven by quality, heritage, and customer satisfaction in every market we serve.

Position Summary

We’re looking for a proactive Post-Sale Customer Support Specialist to manage and grow relationships with existing clients after purchase.
This role combines post-sale customer support with consultative upselling and plays a key role in the full client lifecycle — from ensuring smooth delivery and issue resolution to driving repeat purchases and long-term retention.

This is a fully remote role, focused on customer satisfaction, retention, and revenue growth, with required availability during U.S. working hours (EST) and close collaboration with sales, logistics, and operations teams.

Key Responsibilities

• Act as the primary point of contact for post-sale customer inquiries and ongoing support.
• Confirm product deliveries and resolve any issues in a timely, professional manner.
• Maintain high levels of customer satisfaction, trust, and long-term loyalty.
• Proactively reconnect with existing clients to encourage repeat purchases and reactivation.
• Identify upsell and cross-sell opportunities and present offers using a consultative, non-intrusive approach.
• Accurately log customer interactions, feedback, and opportunities in the CRM (HubSpot).
• Collaborate closely with sales, logistics, and support teams to ensure smooth after-sale operations.
• Share customer insights and feedback to support continuous improvement of retention strategies.