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    MirrorMate Frames

    AI-Driven Customer Success Leader

    MirrorMate Frames•
    Charlotte, NC
    •
    Posted March 25, 2025
    Hybrid
    Customer Success

    Overview

    Employment Type
    Location
    Charlotte, NC
    Salary
    Starting at $70K+

    About MirrorMate Frames

    We’re MirrorMate, a high-performing 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.

    Company Details

    Website

    Not provided

    Job Description

    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. 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.

    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

    Customer Success
    AI Tools
    Gorgias
    Data Analysis
    Social Media Engagement
    B2B Customer Interaction

    Apply for this position

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    Job Summary

    Job Type:Hybrid
    Posted On:March 25, 2025
    Location:Charlotte, NC
    Salary:Starting at $70K+
    Category:Customer Success