Head of Customer Support, Photos

We help millions of people create homes they love

In the beginning, in 2016, we were just two best friends working on a simple idea: how to make it super easy to turn your favorite smartphone photos into awesome wall art.

Today, we have multiple product lines with millions of customers, including Mixtiles, Mixtiles Art, Easyplant, and Around. And we're shipping new products every year.

We love what we do, and we love people who love what they do. If you're that kind of person, read on.

Small team = a lot of impact

We're ~100 people, with wildly diverse skill sets, serving millions of customers. Each of us drives a lot of impact. Your work will matter

Products people love

Working on products you & your family personally use creates a feeling of connection, fun, and spreads good karma

Our secret formula = make it easy to use

It's how we re-invented the picture frame, and then the houseplant. It's how we got to millions of customers. It's pure design, and people love it

Solve hard, real world problems

Every day, we handle extreme challenges in user experience, manufacturing and scale for which we use tech like AI, AR & robotics

A real business, built to last

We believe great products have great unit economics. That's why Mixtiles is a high growth company that's also profitable

What you're applying for

Mixtiles is seeking a dynamic and experienced Head of Customer Service to lead our exceptional customer service team. This role involves overseeing a global team of nearly 80 employees, ensuring that our customer service remains industry-leading, innovative, and responsive to our customers' needs.

Join a leading startup in the home design industry known for its innovative products and exceptional customer service. As the Head of Customer Service, you will lead a diverse, international team and shape the future of customer service at Mixtiles. You will work in a dynamic, fast-paced environment that values creativity, excellence, and customer satisfaction. This role offers opportunities for professional growth and development within a rapidly expanding company, allowing you to make a significant impact by driving customer satisfaction and influencing the experience for millions of customers.

In this role, you'll:

• Manage and lead the global customer service team to ensure the highest standards of service are maintained.
• Set ambitious metrics and KPIs, regularly monitor performance, and implement strategies to achieve and exceed targets.
• Handle budget management for the customer service department, ensuring cost-effective operations and resource allocation.
• Oversee workforce management, including staffing and forecasting, to meet business demands.
• Continuously improve the customer experience by identifying and addressing pain points and communicating issues effectively.
• Work hands-on with the different departments in Mixtiles to provide feedback, drive improvements, and enhance customer engagement.
  
  

• Proven experience in a senior customer service management role, preferably within a global team.
• Exceptional leadership and team management skills, with the ability to inspire and guide a diverse team.
• Strong analytical skills with the ability to interpret customer service metrics and drive data-informed decisions.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for delivering exceptional customer experiences and a commitment to continuous improvement.