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.

What We're Looking For:

• 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.