Customer Experience Associate-DTC

Job Title: Customer Experience Associate-DTC

Reports To: Customer Experience & Compliance Manager

Location: Stone Mountain, GA

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.