What you’re applying for

At Mixtiles, we serve 1.5 million customers a year, handling 500,000 customer interactions—and we’re looking for a Head of Customer Service to lead our global service team into the future.
Customer service is at an inflection point. AI is transforming the way companies handle support, enabling instant, round-the-clock responses at a scale never seen before. 

For us, AI isn’t about cutting costs—it’s about creating world-class service that feels effortless, personal, and always available.
Your mission: Combine human empathy with cutting-edge AI to build the best customer service experience in the world.

The goal: Elevate service to a strategic advantage through smart automation and exceptional service

Customer service isn’t just about solving problems—it’s a key part of our product experience and brand. Your challenge is to scale service while keeping it personal, seamless, and delightful. That means designing systems that ensure every interaction—whether handled by AI or a human—feels like great service, not a transaction.

In this role, you will:

• Own the global customer service strategy, managing teams across multiple time zones.
• Build the right balance between AI and human support, ensuring 80% of interactions are AI-handled without losing warmth or personalization.
• Design and optimize processes that make support more efficient, proactive, and impactful.
• Turn customer interactions into opportunities—for delight, loyalty, and business growth.
• Lead and mentor a high-performing service team, fostering a culture of ownership, speed, and care.
• Track and improve key support metrics, using insights to continuously elevate service quality.

What we're looking for:

• A systems thinker—you can design, build, and optimize large-scale service operations.
• A tech-savvy leader—excited about using AI and automation to improve, not replace, human service.
• A customer-obsessed mindset—you see service as a product in itself, not just a cost center.
• A strong communicator—able to shape our voice, train teams, and ensure every interaction feels great.
• An execution machine—you move fast, iterate, and make things happen.
• A people leader—you know how to build, motivate, and scale a world-class service team.

Bonus points if you:

• Have experience integrating AI into customer service.
• Have led global, high-volume customer service operations.
• Have worked in fast-growing consumer or e-commerce brands.