Customer Service Specialist

Most companies say they care about their people. Riad Tile actually does. We are growing fast and looking for a Customer Experience Specialist who wants to be part of something real, not just fill a seat.

If you are scrappy, resourceful, positive, and genuinely good with people, you might be exactly who we are looking for.

We are building the next chapter of Riad Tile. The people who join us now will help write it.

Riad Tile is a luxury tile company serving both design/trade professionals and homeowners across the country. We take pride in our product, our brand, and most of all, our people. We are growing quickly, which means the opportunity for the right person here is not capped, it is just getting started.

We are the kind of company that feels like a unicorn when you find it. Leadership genuinely cares. The environment is supportive. The growth is real. And yes, there is always coffee and snacks.

We are value-driven. Every decision, from how we treat customers to how we treat each other, comes back to what we stand for.

We are supportive. No one is left to figure it out alone. You will have real leadership that invests in your development and wants to see you grow.

We celebrate each other. Birthdays, wins, milestones, we take time to recognize the people who make this company work.

We invest in you. Professional development is not just a checkbox here. We want you to be better at your job than when you arrived.

We make the environment worth showing up to. Team events, a well-stocked kitchen, and a team that actually enjoys working together. You will feel valued from day one, and what you do will matter!

People who need everything to be perfectly defined before they can move. We are building in real time, and things will evolve. If change energizes you rather than rattles you, you will fit right in.

As a Customer Experience Specialist at Riad Tile, you are the voice of the brand for our customers. You will handle inbound inquiries across email, phone, and chat, answering questions, solving problems, and making sure every person who reaches out feels heard, helped, and valued. You will work cross-functionally, at times support sales, and have opportunitied to work on projects that will push you in the best way possible.

Our customers are designing their homes and their clients' spaces. The bar is high and the experience needs to match. You will bring patience, expertise, and genuine care to every interaction.

• Handle inbound customer inquiries via email and phone; chat experience is a plus
• Answer product questions, order status inquiries, sample requests, shipping updates, and returns
• De-escalate upset customers with empathy and a clear path to resolution
• Type accurately while actively listening on calls; multitasking is part of the job
• Log all interactions accurately in our CRM system
• Route complex inquiries to the right team member efficiently and without friction for the customer
• Contribute to sales initiatives, supporting the trade program
• Show up consistently with a positive attitude even when the queue is long

Required:

• 1-2 years in a customer experience, customer service, or support role
• Strong written and verbal communication skills, clear, warm, and professional
• Experience handling customer inquiries via email, phone, and chat
• Ability to type while actively listening on a call
• Comfortable navigating and logging interactions in a CRM or ticketing system
• Calm under pressure with a proven ability to de-escalate difficult situations
• Organized, detail-oriented, and self-directed
• Experience in tile, flooring, home goods, or a luxury product environment
• Background working with B2B clients or design trade professionals
• Chat support experience in addition to email and phone
• Familiarity with Hub Spot, Help Scout, or similar CRM or support platforms

The people who thrive at Riad Tile are scrappy, resourceful, and positive. They do not wait to be told what to do, they see what needs to happen and they make it happen. They bring a good attitude on hard days and they adapt when things change, because things will change.

• Base salary based on experience
• Competitive health, dental, and vision benefits
• 401(k) with company contribution
• Hybrid flexibility after 90 days, 1-2 days remote per week based on performance and location
• Professional development investment; we want you to grow
• Team events and a culture that actually celebrates you
• Birthday recognition because the small things matter here
• A stocked kitchen: coffee, snacks, the works
• Real growth opportunity in a company that is going places

IMPORTANT! Your first 3-4 months will require you to be onsite at our showroom, 5 days a week, while you learn.