Customer Experience Specialist — Ecommerce

Mud-Pie; Stone Mountain (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Mud Pie is seeking a Customer Experience Associate to join our Ecommerce team. You’ll be the first voice customers hear, handling inquiries across email, chat, and marketplaces with warmth and expertise.

You will resolve order issues, returns, and product questions, while collaborating with Fulfillment and Operations to fix delays and shipping problems. A passion for helping customers and a detail-oriented mindset are essential.

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 Zendesk, Gorgias, or a similar customer service platform preferred.
• Familiarity with ecommerce platforms such as Shopify and marketplace operations (Amazon, Walmart, Faire) preferred.
• Highly organized with strong attention to detail and the ability to manage multiple tasks at once.
• Comfortable leveraging technology and automation tools to improve customer communication and efficiency.
• 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; responding with the Mud Pie brand voice and a genuine desire to help.
• Resolve customer concerns, including order issues, returns, and product questions, accurately, empathetically, and efficiently.
• Partner with Fulfillment and Operations to resolve shipping delays, lost packages, damaged shipments, inventory discrepancies, and order fulfillment issues.
• Develop a strong understanding of Mud Pie's products and collections in order to confidently assist customers and recommend solutions.
• Look for opportunities to go beyond the ask: recommend products, upsell thoughtfully, and create interactions that leave customers feeling valued.
• Assist with social media customer service inquiries, maintaining a consistent and on-brand tone.
• Escalate complex issues to the Customer Experience & Compliance Lead when appropriate.

Skills

Customer service

Written communication

Verbal communication

Attention to detail

Multitasking

Education

Bachelor's degree preferred or equivalent experience

Tools

Zendesk

Gorgias

Shopify

Excel

Job description

Mud Pie is seeking a Customer Experience Associate to join our Ecommerce team. You’ll be the first voice customers hear, handling inquiries across email, chat, and marketplaces with warmth and expertise.

You will resolve order issues, returns, and product questions, while collaborating with Fulfillment and Operations to fix delays and shipping problems. A passion for helping customers and a detail-oriented mindset are essential.