We're MirrorMate, a high-preforming team dedicated to transforming builder-grade mirrors into beautiful design statements. We offer custom frame kits that are easy to install, cost-effective, and designed for customers who value simple DIY solutions with big visual impact. Our customers are at the heart of everything we do, and we're looking for an AI-Driven Customer Success Leader who shares our passion for exceptional service, continuous improvement, and customer satisfaction.
About the Role:
We're seeking an AI-Driven Customer Success Leader who will own and optimize the customer journey across multiple channels, including customer service, social media, and product reviews. A core component of this role is leveraging AI tools to enhance customer outcomes, ensuring that AI adoption improves-not replaces-the human touch in customer interactions. While a secondary benefit of AI will be reducing the cost to serve, it will never come at the expense of customer experience.
You'll be both a leader and a doer-a player-coach-who leads by example, engages directly with customers, and builds a high-performing customer success team.
Key Responsibilities:
Lead and manage the customer success team (US-based and international), providing mentorship and professional development.
Engage directly with customers through service interactions, social media responses, and product review feedback.
Optimize customer experiences by analyzing data, identifying friction points, and working with leadership to implement improvements.
Drive the adoption and optimization of AI tools to enhance customer outcomes, ensuring AI-driven solutions increase efficiency without sacrificing service quality.
Stay abreast of emerging AI technologies and continuously test and implement tools that improve customer experience.
Establish, track, and report on key customer success KPIs, including AI-driven performance metrics.
Ensure timely and positive responses to all customer inquiries and comments, adhering to our brand voice-friendly, conversational, and uplifting.
Handle escalations and complex customer issues with professionalism and care.
Oversee and improve social media engagement, ensuring comments and reviews are addressed promptly and positively.
Utilize Gorgias and other AI-powered customer service platforms to streamline workflows and enhance customer interactions.
Collaborate with leadership to align AI-powered customer success initiatives with broader business goals.
Support B2B customer interactions, ensuring a seamless experience for all client types.
Requirements:
3+ years of experience in customer service or customer success, with at least 1 year managing a team.
Demonstrated curiosity, passion, and experience with AI tools to improve customer service and engagement.
Proficient in Gorgias or similar customer service platform.
Proven track record of leveraging AI-driven insights and automation to enhance customer outcomes.
Strong analytical skills; able to identify trends and make data-driven decisions.
Experienced in establishing and measuring KPIs for customer success, including AI-driven metrics.
Ability to manage and inspire remote teams, with cultural sensitivity.
A hands-on, proactive approach with a "player-coach" mentality.
Excellent written and verbal communication skills.
Strong interpersonal skills; able to build rapport with customers and internal teams alike.
Alignment with our core values: Curiosity, Accountability, Passion, Integrity, and Caring.
What We Offer:
Competitive salary starting at $70K+, including base and variable compensation.
Comprehensive benefits package.
Engaging and collaborative work environment.
Opportunities for growth and professional development.
The chance to work for a company where your contributions directly impact customer happiness and business success.
Why Join Us?
At MirrorMate, we believe that small changes can make a big impact-on both mirrors and customer experiences. Join us to lead a team that helps customers create beautiful spaces, one frame at a time. Your leadership and expertise in AI-driven customer success will not only shape customer satisfaction but also drive our business forward.
How to Apply:
Submit your resume and a cover letter detailing your relevant experience and why you're the perfect fit for this role. We can't wait to meet you! MirrorMate is an equal-opportunity employer. We celebrate our people and are committed to creating an inclusive environment for all employees.