Client Success Specialist

Client Success Specialist

Fireclay Tile is here to revolutionize the tile and design industry. By implementing an innovative digital platform paired with unmatched artisan-crafted products and client service, we've made it easier than ever to specify and purchase beautiful, sustainable tile sourced and handcrafted in the US. Our tireless commitment to innovation, transparency, and sustainability has not gone unrecognized. We aim to grow 25-35% annually and are the first tile company recognized as a B Corp for how we use Business as a Force for Good. With an innovative product, an ambitious team, and an inspiring mission, we're changing the way you think about tile. Come join the makers who support the dreamers!

We are looking for a passionate, resourceful, and detail-oriented Client Success Specialist to join our team and be the human connection point for our mission making sure every client feels the intentionality, collaboration, and transparency behind every tile we make, from their very first conversation with us through the life of their project.

The Team You'll Work With

As the Client Success Specialist, you will be an integral part of our Client Success team, working to ensure every client interaction from first inquiry through post-installation support reflects Fireclay's commitment to excellence. As our sales pipeline continues to grow, you'll take full ownership of client-facing phone, email, text, and chat conversations, giving our sales team the bandwidth to focus on new business while our clients get an even more responsive, dedicated point of contact. This role offers the opportunity to build deep product expertise and grow into a trusted, independent voice for a high volume of client relationships. Reporting to the Client Success Manager, this position is hybrid based out of Aromas, CA (HQ) or select showroom locations (CA, NYC, Chicago, IL, Portland, OR). California-based candidates preferred; hybrid eligibility required for non-CA applicants.

Our culture thrives on professional development, ongoing training, and opportunities for growth within the organization. This is an hourly, non-exempt position and pays $24/hour.

Meet the Hiring Manager, Chrissy Bell! Born-and-raised East Coaster From NY, to Philly, to CA, to now NC. Chrissy's path into Client Success wasn't a straight line: she spent time in Philly building community at Lululemon and running studio operations at Solidcore before finding her way to Fireclay. Chrissy started here 5 years ago as a Sales Client Support Specialist and has grown into leading our Client Success team and Chrissy loves that this role means she'll get to help build the next chapter of that story. Her favorite thing about Fireclay is our commitment to the People that keep this company growing (and okay, maybe also all the gorgeous glaze colors). Outside of work, you'll find Chrissy and her husband chasing their 4 year old on the mountain bike trails of Asheville.

What You'll Achieve

• Serve as a fully trained, frontline brand ambassador for Fireclay independently handling the full range of client conversations across phone and email.
• Confidently guide clients through the entire tile-buying journey, from initial product questions to installation troubleshooting, ensuring a seamless and memorable experience.
• Support our commercial and residential sales teams with data entry, order tracking, logistics coordination, payment processing, and post-shipment follow-up acting as a true extension of the sales team.
• Work closely with our production and warehouse teams to track orders through fulfillment, troubleshoot delays, and keep clients informed every step of the way.
• Use Salesforce.com and Asana to manage client relationships, track conversations, and drive satisfaction across the full client lifecycle.
• Take ownership of a growing volume of client interactions as our sales team scales, becoming the dependable, well-versed voice our clients count on.

What We Look For in You

We are looking for someone who is resourceful, personable, and detail-oriented, with strong follow-through and a genuine desire to help people. You are excited to build deep tile and design expertise and thrive in a fast-paced, collaborative environment.

• 1+ years of experience providing excellent customer service (retail, hospitality, call center, or help desk backgrounds all welcome)
• Excellent verbal and written communication skills, with the ability to engage confidently across a wide range of professional groups
• Comfort and confidence independently handling a high volume of email communications and phone calls
• Knowledge of, or a strong desire to learn, tile materials and installation processes for ceramic and glass tile
• Strong computer skills; Salesforce, Front, or Asana experience a plus
• Able to perform the essential functions of this role, with or without reasonable accommodation.
• Strong knowledge and experience with AI to enhance processes.

Why Fireclay?

Beyond the role itself, here's what makes Fireclay Tile a special place to work:

• Our Mission: We are on a mission to do good by crafting products intentionally, collaboratively, and transparently. We are the makers, who support the dreamers.
• Our Values: We live by Kindness, Honesty, Tread Lightly on the Earth, Measure Twice, Cut Once, and Ganas (Desire).
• Our Commitment: We are accountable to the B Corp standards, prioritizing People and Planet alongside Profit.
• Growth and Innovation: We are committed to 25-35% annual growth and are revolutionizing the tile and design industry.
• Our Culture: We foster a culture of professional development, ongoing training, and real opportunities for growth within the organization.
• Our Benefits: We offer a comprehensive compensation package, including medical, financial, a 4% 401(k) match, PTO (non-exempt), sick time, parental leave, employee stock options, and other perks. Visit Fireclaybenefits.com for full details.

Serving as a Fireclay Tile Brand Ambassador, representing our core values including:

Kindness Honesty Tread Lightly on the Earth Measure Twice, Cut Once Ganas (Desire)

Accountable to the B Corp standards, we take care of our People and our Planet while turning a Profit.

The total compensation package for this position includes stock options (2,000) and eligibility for a discretionary bonus. Details of participation in these benefit plans will be provided if a teammate receives an offer of employment.

Fireclay provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Fireclay will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting View email address on click.appcast.io.