Customer Experience Specialist, E-commerce & Growth

Mud Pie, LLC.; Stone Mountain (GA); On-site; USD 40,000 - 52,000; Full time

Job summary

Mud Pie, LLC. is seeking a Customer Experience Associate to join our Ecommerce team in Stone Mountain, GA. You will be the first voice for customers across email, chat, and marketplace channels, resolving issues with warmth and product knowledge.

You will collaborate with Fulfillment and Operations to address shipping delays, returns, and product questions, while identifying patterns to improve the overall customer experience.

Qualifications

• 1–3 years of experience in customer service, ecommerce, retail, or a related role.
• A genuine passion for helping people and creating positive experiences.
• Strong written and verbal communication skills.
• Experience with Gorgias, Zendesk, or a similar customer service platform preferred.
• Familiarity with ecommerce platforms such as Shopify and marketplace operations (Amazon, Walmart, Faire) preferred.
• Bachelor's degree preferred or equivalent work experience.

Responsibilities

• Serve as a primary point of contact for customer inquiries across email, chat, and marketplace channels, maintaining Mud Pie brand voice.
• Resolve customer concerns, including order issues, returns, and product questions, empathetically and efficiently.
• Partner with Fulfillment and Operations to resolve shipping delays and order issues.
• Develop product knowledge to confidently assist customers and recommend solutions.
• Upsell and create interactions that leave customers feeling valued.
• Assist with social media customer service inquiries with on-brand tone.
• Escalate complex issues to the Customer Experience & Compliance Lead when appropriate.
• Meet or exceed service level expectations for response and resolution times.

Skills

Strong written and verbal comms

Customer service experience

Detail-oriented

Gorgias

Zendesk

Shopify

Excel

Outlook

Education

Bachelor's degree or equivalent work experience

Tools

Zendesk

Gorgias

Shopify

Amazon

Walmart

Faire

Job description

Mud Pie, LLC. is seeking a Customer Experience Associate to join our Ecommerce team in Stone Mountain, GA. You will be the first voice for customers across email, chat, and marketplace channels, resolving issues with warmth and product knowledge.

You will collaborate with Fulfillment and Operations to address shipping delays, returns, and product questions, while identifying patterns to improve the overall customer experience.