Ecommerce Customer Experience Specialist

Mud Pie; Stone Mountain (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Mud Pie is seeking a Customer Experience Associate to join its Ecommerce team in Stone Mountain, GA. You will be the first voice customers hear, responding with warmth and expertise, while supporting DTC and marketplace channels.

You will help resolve orders, returns, and product questions, and contribute to improve overall customer experience. This role emphasizes a people-first approach, collaboration, and continuous improvement.

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 or Gorgias 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, AI, and automation tools to improve customer communication and efficiency.
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Positive, solutions-oriented, and able to thrive in a fast-paced environment.
• 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 using Mud Pie's brand voice.
• Resolve customer concerns, including orders, returns, and product questions, empathetically and efficiently.
• Partner with Fulfillment and Operations to resolve shipping delays, lost packages, damaged shipments, and inventory issues.
• Develop a strong understanding of Mud Pie's products to confidently assist and upsell when appropriate.
• Maintain Zendesk/Gorgias tickets, macros, and queue management with high quality.
• Update Help Center, FAQs, and self-service resources for quick customer answers.
• Identify pricing discrepancies and product description errors, coordinating corrections with teams.

Skills

Customer service

Communication skills

Organizational skills

Ecommerce experience

Attention to detail

Problem solving

Team collaboration

Education

Bachelor's degree preferred or equivalent experience

Tools

Zendesk

Gorgias

Shopify

Job description

Mud Pie is seeking a Customer Experience Associate to join its Ecommerce team in Stone Mountain, GA. You will be the first voice customers hear, responding with warmth and expertise, while supporting DTC and marketplace channels.

You will help resolve orders, returns, and product questions, and contribute to improve overall customer experience. This role emphasizes a people-first approach, collaboration, and continuous improvement.