Customer Support and Success Representative

Role Description

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 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.
• 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
• 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.