Overview
Customer Service & Success Leader Jobs in Charlotte, NC at MirrorMate Frames
Title: Customer Service & Success Leader
Company: MirrorMate Frames
Location: Charlotte, NC
Job Title: Customer Service and Success Leader
Location: Charlotte, North Carolina (On-site. Sorry, but we cannot consider remote or hybrid options for this role.)
About Us:
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, fun, DIY solutions with big visual impact. Our customers are at the heart of everything we do, and we’re looking for an Customer Service and Success Leader who shares our passion for exceptional service, emerging technology (AI), continuous improvement, and customer satisfaction.
About the Role:
We’re seeking an Customer Service & 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 may 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 implementation,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, positive and empathetic responses to all customer inquiries and comments, adhering to our brand voice—friendly, conversational, and uplifting.
- Handle escalations and complex customer issues with professionalism, empathy, urgency, and care.
- Engage in social media interactions, 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 and outcomes.
- 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 (these are true requirements. While we are sincerely grateful for all who might be interested in this role, we can only engage with candidates who meet these 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.
- Proficiency in Gorgias or similar customer service platform. Strong preference for high proficiency in Gorgias.
- Experience with an e-commerce business.
- Proven and demonstrable track record of leveraging AI-driven insights and automation to enhance customer outcomes.
- Strong analytical skills; ability to identify trends and make data-driven decisions.
- Experience establishing and measuring KPIs for customer success, including AI-driven metrics.
- Ability to manage and inspire a team.
- A hands-on, proactive approach with a “player-coach” mentality.
- Excellent written and verbal communication skills.
- Strong interpersonal skills; ability to build rapport with customers and internal teams alike.
- Alignment with our core values: Curiosity, Accountability, Passion, Integrity, and Caring.
What We Offer:
- The chance to work for a company where your contributions directly impact customer happiness and business success. You will have a seat at the table and a voice in shaping our growth.
- Competitive salary starting at $70K+, including base and variable compensation. Compensation will be commensurate with experience.
- Comprehensive benefits package.
- Engaging and collaborative work environment.
- Opportunities for growth and professional development.
Why Join Us?
At MirrorMate, we believe that small changes can make a big impact—to both mirrors and customer experience. Join us to lead a team that helps customers create beautiful spaces, one frame at a time. Your leadership and expertise will shape customer experience and 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.
