Ecommerce Customer Experience Associate

Mud Pie; Stone Mountain (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

Mud Pie, Stone Mountain, GA, is seeking a Customer Experience Associate to support our Ecommerce team. You will be the first voice customers hear, delivering warm, expert assistance and turning interactions into lasting impressions.

As part of the Customer Experience team, you’ll resolve order issues, returns, and product questions, while collaborating with Fulfillment and Operations to address delays and inventory concerns.

Qualifications

• 1–3 years of experience in customer service, ecommerce, retail, or a related role.
• Bachelor's degree preferred or equivalent work experience.
• Experience with Zendesk, Gorgias, or a similar platform is preferred.

Responsibilities

• Serve as a primary point of contact for customer inquiries across email, chat, and marketplace channels; respond with Mud Pie's brand voice.
• Resolve customer concerns including orders, returns, and product questions empathetically and efficiently.
• Collaborate with Fulfillment and Operations to resolve shipping delays, lost packages, and order issues.
• Develop knowledge of Mud Pie products and collections to confidently assist customers and recommend solutions.
• Look for upsell opportunities and create interactions that make customers feel 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 time, resolution, and customer satisfaction.
• Manage tickets and queue in Zendesk and Gorgias; maintain Help Center and FAQs.
• Identify and flag website issues (pricing, descriptions, photos) and coordinate corrections.
• Support marketplace customer service operations and ensure timely responses.
• Monitor customer reviews and surface insights; contribute to regular reporting on sentiment and trends.

Skills

Customer service

Ecommerce

Retail

Communication

Attention to detail

Problem solving

Multitasking

Education

Bachelor's degree preferred

Tools

Zendesk

Gorgias

Shopify

Microsoft Excel

Microsoft Outlook

Job description

Mud Pie, Stone Mountain, GA, is seeking a Customer Experience Associate to support our Ecommerce team. You will be the first voice customers hear, delivering warm, expert assistance and turning interactions into lasting impressions.

As part of the Customer Experience team, you’ll resolve order issues, returns, and product questions, while collaborating with Fulfillment and Operations to address delays and inventory concerns.