The Role
Provides customer support across email, chat, social media, DTC, and marketplace channels. Resolves order, return, product, shipping, and fulfillment issues while maintaining brand voice and service standards. Manages Zendesk or Gorgias queues, updates help resources, identifies website issues, monitors customer feedback, contributes to reporting, and recommends improvements. Partners with fulfillment and operations teams and may recommend products or upsell appropriately.
Summary Generated by Built In
Job Title: Customer Experience Associate
Reports To: Customer Experience & Compliance Manager - DTC
Location: Stone Mountain, GA
Position Summary
Mud Pie is a leading lifestyle brand specializing in home décor, gifts, and apparel, known for creating thoughtfully designed products that celebrate life's everyday moments. We are a collaborative organization with a strong focus on creativity, quality, and delivering products our customers love.
Mud Pie is seeking a people-first, detail-oriented Customer Experience Associate to join our growing Ecommerce team. This role is at the heart of how our customers experience the Mud Pie brand, and it's an opportunity to do more than answer questions. You'll create moments that surprise and delight, turning everyday interactions into lasting impressions.
Reporting to the Customer Experience & Compliance Manager, this role supports day-to-day customer service operations across DTC and marketplace channels. You'll be the first voice our customers hear, responding with warmth, expertise, and the kind of care that keeps them coming back. You will also play an important role in helping identify patterns, flag issues, and contribute ideas that improve the broader customer experience.
Customer Engagement & Support:
Platform & Daily Operations:
Insights & Feedback:
Requirements:
Reports To: Customer Experience & Compliance Manager - DTC
Location: Stone Mountain, GA
Position Summary
Mud Pie is a leading lifestyle brand specializing in home décor, gifts, and apparel, known for creating thoughtfully designed products that celebrate life's everyday moments. We are a collaborative organization with a strong focus on creativity, quality, and delivering products our customers love.
Mud Pie is seeking a people-first, detail-oriented Customer Experience Associate to join our growing Ecommerce team. This role is at the heart of how our customers experience the Mud Pie brand, and it's an opportunity to do more than answer questions. You'll create moments that surprise and delight, turning everyday interactions into lasting impressions.
Reporting to the Customer Experience & Compliance Manager, this role supports day-to-day customer service operations across DTC and marketplace channels. You'll be the first voice our customers hear, responding with warmth, expertise, and the kind of care that keeps them coming back. You will also play an important role in helping identify patterns, flag issues, and contribute ideas that improve the broader customer experience.
Customer Engagement & Support:
- 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.
Platform & Daily Operations:
- Meet or exceed established service level expectations for response time, resolution time, quality, and customer satisfaction.
- Manage day-to-day customer service activity in Zendesk/Gorgias, including tickets, macros, and queue management.
- Maintain and update the Help Center, FAQs, and self-service resources to ensure customers can find answers quickly.
- Identify and flag website issues including pricing discrepancies, product description errors, and photo updates, and coordinate corrections with the appropriate teams.
- Support marketplace customer service operations, ensuring response times and service standards are consistently met.
Insights & Feedback:
- Monitor customer reviews, feedback, and support trends and surface key insights to the Customer Experience & Compliance Lead.
- Contribute to weekly and monthly reporting on customer service activity, issue trends, and sentiment.
- Bring a curious, improvement-oriented mindset. If something is causing friction for customers, say so.
- Bring a collaborative, team-first mindset — pitch in where it's needed and stay curious about how all the pieces of the business connect.
Requirements:
- 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.
- 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, increase efficiency, and support high-quality service.
- 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.
Skills Required
- 1-3 years of experience in customer service, ecommerce, retail, or a related role
- Passion for helping people and creating positive customer experiences
- Strong written and verbal communication skills
- Experience with Gorgias, Zendesk, or a similar customer service platform
- Familiarity with ecommerce platforms such as Shopify and marketplace operations including Amazon, Walmart, or Faire
- Strong organization, attention to detail, and ability to manage multiple tasks
- Comfort using technology, AI, and automation tools to improve customer communication and efficiency
- Proficiency in Microsoft Office, particularly Excel and Outlook
- Positive, solutions-oriented approach and ability to work in a fast-paced environment
- Bachelor's degree or equivalent work experience
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The Company
What We Do
Mud Pie is a home décor and lifestyle brand founded in 1988. The company designs, manufactures, and distributes thousands of new products each season across three divisions: Home, Kids, and Women. Headquartered in Atlanta, GA, Mud Pie sells to over 12,000 specialty retailers nationwide and directly to consumers through its official website.
