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About the Role
Serve as the human connection point for clients, ensuring they experience the intentionality, collaboration, and transparency behind every tile. This role offers the opportunity to build deep product expertise and grow into a trusted, independent voice for a high volume of client relationships.
Responsibilities
- Serve as a frontline brand ambassador, independently handling client conversations across phone and email.
- Guide clients through the tile-buying journey, from initial product questions to installation troubleshooting.
- Support sales teams with data entry, order tracking, logistics coordination, payment processing, and post-shipment follow-up.
- Work closely with production and warehouse teams to track orders, troubleshoot delays, and inform clients.
- Use Salesforce.com and Asana to manage client relationships, track conversations, and drive satisfaction.
- Take ownership of a growing volume of client interactions, becoming a dependable voice for clients.
Requirements
- Resourceful, personable, and detail-oriented with strong follow-through and a genuine desire to help people.
- Excited to build deep tile and design expertise.
- Thrive in a fast-paced, collaborative environment.
- 1+ years of experience providing excellent customer service (retail, hospitality, call center, or help desk backgrounds welcome).
- Excellent verbal and written communication skills.
- 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.
Skills
- Customer Service
- Communication Skills
- Sales Support
- Data Entry
- Order Tracking
- Logistics Coordination
- Payment Processing
- Client Relationship Management
- Salesforce.com
- Asana
- AI
Location
- Aromas, CA (HQ)
- Select showroom locations (CA, NYC, Chicago, IL, Portland, OR)
Work Type
- Hybrid
Experience Level
- 1+ years of experience
Salary/Compensations
- $24/hour
Benefits
- Medical
- Financial
- 4% 401(k) match
- PTO (non-exempt)
- Sick time
- Parental leave
- Employee stock options
- Discretionary bonus
About the Company
- 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.
Equal Opportunity
- 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 people@fireclaytile.com.