Customer Support and Success Representative

About Us:

Mosaic Puzzles is a jigsaw puzzle company based in Alpharetta, Georgia. At Mosaic, we design and build unique wooden puzzles where every piece is part of the puzzle’s story. We are a fast-paced startup built by ex-Uber and Amazon employees. Check our website for more information: https://www.mosaicpuzzles.co/

Role Description

We’re looking for a responsible, empathetic, and detail-oriented Customer Support and Success Representative to join our growing team. In this role, you will serve as the main point of contact for our customers via email, phone, and social media platforms. In addition to managing customer communications, you will help collect and manage feedback from customers to continually improve our operations. You will also support key interdepartmental company tasks to help ensure a smooth and engaging online experience.

Role Responsibilities

Customer Support:

• Act as the primary point of contact for customer inquiries, feedback, and support requests.
• Provide exceptional customer experience via email, social media, and by phone.
• Communicate with the manufacturing team to ensure customer requests are handled with quality.
• Act as the primary point of contact for wholesale customers.

Customer Success :

• Collect and relay customer feedback to help shape product improvements.
• Present reports based on customer inquiries and comments received by email and phone
• Work with the Marketing team to manage customer feedback in organized surveys
• Monitor social media for trends and customer feedback

Digital, E-commerce, and other Operations:

• Ensure the website is functioning correctly and troubleshoot any issues that arise.
• Execute digital operations audits and processes
• Manage and update various Google Sheets used for project tracking.
• Assist interdepartmental projects
• Other duties as assigned

Qualifications

• Full fluency in both written and spoken English is required. Candidates without this qualification will not be considered for this role .
• Associate's or Bachelor’s degree
• A customer-first mindset
• Previous experience in customer-facing roles with phone support is a bonus
• Excellent organizational skills with the ability to multitask and prioritize effectively
• Attention to detail and a proactive approach to problem-solving
• Experience with phone support platforms such as Zendesk or Aircall is a plus
• Experience working with Google Sheets
• Ability to learn quickly and a strong willingness to continuously develop new skills

Mosaic Cultural Values Alignment

• Better Together: We believe in contributing creatively and openly, helping others, and championing our people and customers.
• Owner’s Mindset: We work diligently, seek out problems, take a bias for action, and own our mistakes.
• Quality and Craftsmanship: We take pride in what we do and value quality in our work and products.
• Process Orientation: We show our work, think ahead, and seek continuous improvement.
• Moving Quickly: We are proactive people who take initiative and get things done in a timely manner.
• Doing the Right Thing: We act with integrity and own our actions.

How to Apply

Interested candidates must submit their resumes in English (resumes in other languages will not be considered) and record a short audio (up to 1 minute) introducing yourself and telling us why you think you’d be a great fit for this role. You can use Vocaroo to record your audio (no account needed), and paste the link within the Google form found in the Linkedin questions. You must submit this in order to be considered.