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 CallHippo 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
The ideal candidate will embody Mosaic’s cultural values, including:
• Owner’s Mindset: Working hard, helping others, and proactively contributing.
• Process Orientation: Showing your work and thinking ahead.
• Moving Quickly: Taking initiative and being proactive.
• Taking Responsibility: Owning your actions.
• Valuing Ideas Over Hierarchy: Contributing creatively and openly.
• Continuous Improvement: Always seeking better ways to work.
• Doing the Right Thing: Acting with integrity.
• Believing in Meritocracy: Recognizing and rewarding performance.
• Resourcefulness: Finding cost-effective and practical solutions.
How to Apply
Interested candidates must submit their resumes in English (Resumes in other languages will not be considered).