My Fair Mahjong

Customer Support & Retail Associate

My Fair Mahjong | Dallas, TX | Full-Time | On-Site

About My Fair Mahjong

My Fair Mahjong is a family-run business dedicated to celebrating mahjong as a joyful connector of people, cultures, and generations.

We design distinctive mahjong tile sets and accessories that are approachable for new players, engaging for experienced players, and beautiful enough to become part of the home. Our collections are known for bold, colorful designs and include destination-inspired sets celebrating places such as Hawaii, New York City, Texas, and America's National Parks.

At the heart of My Fair Mahjong is a focus on community, creativity, and connection. We want our customers to love not only the products they purchase, but the entire experience of discovering, learning, playing, gifting, and sharing mahjong.

We are a growing small business, which means team members have the opportunity to make a meaningful impact and work closely across different areas of the company.

About the Role

We are looking for a friendly, organized, and highly dependable Customer Support & Retail Associate to join our Dallas team.

This is a customer-facing role that combines customer support ticket management, retail showroom assistance, order troubleshooting, and general customer experience responsibilities.

A significant portion of the role involves managing customer service inquiries from initial contact through final resolution. You will help customers with questions about orders, shipping, products, returns, exchanges, mahjong sets, accessories, and game-related questions while ensuring every customer receives a thoughtful and timely response.

You will also assist customers visiting our retail space, help maintain the showroom, process purchases, support small events and demonstrations, and occasionally assist the fulfillment team when needed.

Because we are a small and growing company, this role is best suited for someone who enjoys variety, takes ownership of problems, and is comfortable jumping in wherever needed.

Customer Support & Ticket Management

A core responsibility of this position is managing customer service tickets and ensuring customer issues are handled efficiently and completely.

Responsibilities include:

• Manage an assigned queue of customer support tickets and respond to customers in a timely manner.
• Take ownership of customer issues from initial inquiry through final resolution.
• Respond to customer inquiries through email, phone, and other customer support channels.
• Troubleshoot questions involving orders, shipping, delivery issues, product information, returns, exchanges, damaged products, and other customer concerns.
• Maintain clear, friendly, and professional communication throughout the customer interaction.
• Document customer conversations, actions taken, and resolutions within the customer support system.
• Follow up on open tickets and ensure customer issues do not fall through the cracks.
• Prioritize customer inquiries based on urgency and complexity.
• Escalate unusual or complex situations when necessary while continuing to follow the issue through completion.
• Coordinate with fulfillment, operations, and other team members when resolving customer issues.
• Identify recurring customer questions or problems and bring those trends to the team's attention.
• Help improve saved replies, FAQs, internal documentation, and customer service processes.
• Balance response speed with thoughtful, personalized service that reflects the My Fair Mahjong brand.

Retail & Customer Experience

In addition to online customer support, you will help create a welcoming experience for customers visiting our Dallas retail space.

Responsibilities include:

• Welcome customers and help them select mahjong sets, accessories, gifts, and other products.
• Answer questions about our products and explain the differences between collections and accessories.
• Learn basic mahjong terminology and game concepts so you can confidently assist customers.
• Process customer purchases and assist with point-of-sale transactions.
• Maintain a clean, organized, and visually appealing retail environment.
• Restock merchandise and monitor showroom inventory levels.
• Help prepare the retail space for customers, events, demonstrations, and game nights.
• Assist with small in-store events or mahjong demonstrations.
• Help customers choose products that fit their needs, experience level, style, or gifting occasion.

Additional Responsibilities

As part of a small, collaborative team, you may also occasionally assist with:

• Packaging and preparing customer orders.
• Checking products or orders for accuracy.
• Organizing inventory and merchandise.
• Receiving or restocking products.
• Resolving fulfillment-related customer issues.
• Supporting special projects during busy periods, product launches, or seasonal events.

What We're Looking For

We are looking for someone who is naturally helpful, organized, and comfortable taking responsibility for solving customer problems.

Ideal candidates will have:

• Strong interpersonal and communication skills.
• A genuine customer-service mindset.
• Excellent written communication skills and attention to detail.
• The ability to manage multiple customer conversations and open issues at the same time.
• Strong organizational skills and the ability to prioritize tasks.
• A sense of ownership and a desire to see problems through to completion.
• Good judgment when determining when to solve an issue independently and when to escalate it.
• Comfort learning new software and customer-service systems.
• Reliability and consistency in following through on commitments.
• A positive attitude and willingness to help across different areas of a growing business.

Previous experience in customer support, ecommerce, retail, hospitality, or another customer-facing environment is preferred but not required.

Experience working with customer support ticketing software or ecommerce platforms is a plus.

An interest in mahjong, tabletop games, design, gifting, or specialty retail is also a plus, but prior mahjong experience is not required. We are happy to teach you.

Physical & Scheduling Requirements

• This is a full-time, on-site position in Dallas, Texas.
• Ability to stand and move around the retail and warehouse space for portions of the day.
• Ability to lift and move merchandise and customer orders as needed.
• Availability to work occasional weekends, events, or extended hours during particularly busy periods may be required.

Why Join My Fair Mahjong?

You'll be joining a growing family-run company where your work has a visible impact on both our customers and the business.

Rather than being one person in a large customer-service department, you will work closely with the team, have the opportunity to improve how we serve customers, and help shape the customer experience as the company continues to grow.

• Most importantly, we want every interaction with My Fair Mahjong to leave customers feeling that they were genuinely taken care of — and this role plays a major part in making that happen.