Director of Customer Experience - Photos

Turn insights into strategy. Shape the next generation of our product.

The Company

Mixtiles is a $300M profitable brand reinventing how homes feel.
We build products that didn’t exist before - and now feel obvious:
Wall photos. Self-watering plants. Smart lighting.
Photos is our flagship. It's in 5% of U.S. households, generates over $210M in revenue, and is growing 30% year over year. Now we’re layering in AI, launching new flows, and scaling globally.

The Role

We’re looking for someone who understands customers, and builds for them.
This is not a traditional support ops role. We believe support is a product - one with tone, flow, UX, logic, and retention curves.
And we’re looking for someone to lead it that way.

You'll shape the way we speak, support, and serve - defining how the brand shows up when it matters most.
That means building strategies, not just resolving tickets. From building refund and upsell strategies to launching what “VIP” or “white glove” service means, you'll treat the customer experience like a product - designed, tested, and constantly improved.

You'll lead a talented global support team and scale it with quality, clarity, and care. That includes operational systems, training programs, knowledge bases, and tools that make excellence sustainable.

You don’t need a CS background to succeed. You might come from product, UX research, product marketing, or lifecycle - but you think in systems, care deeply about customer trust, and know how to turn insight into impact.

What You’ll Do

• Own the end-to-end customer journey: from first question to lasting loyalty

• Turn customer data and feedback into policy, flows, messaging, and features

• Define what premium service means (VIP, white glove) and make it real

• Design how we blend human care with automation - at scale

• Define how we speak: voice, tone, macros, messages, and microcopy

• Shape tone, policies, refunds, discounts, and upsell flows that feel like the brand

• Partner tightly with Product, Marketing, and Ops to influence what we build

• Lead, coach, and grow a global support team - scaling excellence through systems, training, and culture

• Own KPIs like CSAT, AI-closure %, repeat rate, and support cost

Who You Are

• You see customer experience as a strategic product, not just support

• You come from CX, Product, Product Marketing, or UX - and bring a systems mindset

• You know how to scale global teams with empathy, clarity, and results

• You’re a strong writer and communicator, with sharp product instincts

• You love data, act on feedback, and care deeply about how people feel

• You move fast, own problems, and push cross-functional work forward

If you believe every message, policy, and interaction is part of the product - this is your role.
Let’s build something customers remember, for the right reasons.