Job Description
Support a multi-million dollar business’ supply-chain & logistics team
Fresh Prints is a New York-based custom apparel startup. We work with talented student entrepreneurs and provide the working capital, training, and support they need to build businesses at their schools.
The Customer Experience Associate (what we call the role internally) is responsible for providing timely, accurate, and professional support to customers across multiple communication channels like email, text, chat, and call. This role focuses on resolving incoming client inquiries efficiently while maintaining high-quality service standards and contributing to a positive overall customer experience.
Performance Expectations
A successful associate will:
- Consistently meet productivity and quality benchmarks
- Demonstrate strong attention to detail in documentation and communication
- Apply feedback to reduce repeat errors
- Show ownership of tickets from start to resolution
- Prioritize customer-first decision-making
- Maintain reliability and accountability during assigned shifts
Key Responsibilities
- Respond to customer inquiries via email, chat, text, and/or phone in a timely and professional manner
- Resolve customer issues accurately while adhering to company policies and service standards
- Maintain detailed and accurate documentation in tickets and internal systems
- Ensure proper ownership of customer conversations, including follow-ups and handoffs
- Meet or exceed defined performance metrics (e.g., QA score, response time, resolution time, tickets per shift)
- Collaborate with cross-functional teams (Sales, Operations, Production, etc.) to support customer needs
- Maintain professionalism and brand standards in all client-facing communication
- Contribute to process improvements by identifying recurring issues or inefficiencies
Skills and Competencies
- Strong written and verbal communication skills
- Attention to detail and organizational ability
- Problem-solving and critical thinking skills
- Ability to manage multiple conversations simultaneously
- Basic data and system navigation skills (CRM, ticketing systems, spreadsheets)
- Ability to work independently while knowing when to escalate
Eligibility and Qualifications
- Bachelor’s degree in Marketing, Communications, Business, or a related field
- Minimum of 1 year of experience in customer support, client services, or a similar customer-facing role
- Strong written communication skills with the ability to maintain a professional brand voice
- Comfortable working in a fast-paced, metrics-driven environment
Other Details
- Job Location: Work From Home / Remote
- Working Hours: 8:00 AM to 5:00 PM EST, Monday to Friday
- Monthly Salary: Between $550 to $700 base (depending on experience) + $80 night shift allowance
- At Fresh Prints, we deeply value the long-term contributions of our team. To recognize and celebrate that commitment, we offer a 2-month paid Sabbatical to eligible employees.
- Fresh Prints never charges any money during the hiring process. If you’re asked to pay for a job, it’s not real.
Fresh Prints is an equal employment opportunity employer and promotes diversity; actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.
