AI-Driven Customer Success Leader

Overview

About MirrorMate Frames

Company Details

Job Description

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.

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.

Benefits

• 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.

Skills & Technologies