Client Success Specialist

About the role

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.

Team You'll Work With

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

This role 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.

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

• Resourceful, personable, and detail-oriented, with strong follow-through and a genuine desire to help people.
• 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.
• 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?

• 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.