[Hiring] Customer Support Specialist @Fresh Prints

Role Description

Support TVP customers through responding to customer inquiries across multiple brands while maintaining each brand's policies, tone, and communication standards.

• Write clear, accurate, empathetic, thoughtful and professional customer responses.
• Handle operational tasks related to customer service, including refunds, return labels, order updates, returns, and inventory adjustments.
• Use Shopify to review and manage customer and order information.
• Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows.
• Track and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational issues.
• Work across inventory, order management, shipping, and project management systems.
• Investigate issues thoroughly, identify root causes, and escalate when necessary.
• Manage multiple priorities while maintaining accuracy and following tasks through to completion.
• Identify recurring issues or process gaps and contribute to improving workflows.

Qualifications

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably in retail or e-commerce.
• Excellent written communication skills, with strong grammar, clarity, and the ability to adapt tone across different brands.
• Experience assisting customers through phone, email, or live chat; experience working across multiple channels is preferred.
• Exceptional attention to detail and the ability to identify inconsistencies and errors.
• Strong working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas.
• Hands-on experience with Shopify.
• Previous experience working with a U.S. based/international company and U.S./international customers.
• Ability to manage multiple priorities in a fast-paced environment.
• A track record of reliability, punctuality, and ownership.
• Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated.
• A systems-thinking mindset with the ability to understand how different tools, teams, and operational processes connect.
• Ability to learn new systems and processes quickly and work independently.
• A collaborative, “one team” approach to working with colleagues.

Requirements

• Experience with logistics, fulfillment, shipping, and inventory operations.
• Experience managing multiple brands, clients, or accounts.
• Familiarity with shipping, inventory, order management and project management platforms.

Remote-work requirements

• A reliable computer that meets the required technical specifications.
• A stable high-speed internet connection suitable for voice and video calls.
• A dependable backup internet connection.
• A quiet and professional workspace.
• A reliable headset with a microphone.
• Ability to meet SeatGeek and Frontier’s information-security and workspace requirements.

Benefits

• You’ll support customers across a variety of retail and e-commerce brands and help create positive shopping experiences.
• You’ll solve meaningful customer problems rather than simply provide scripted responses.
• You’ll be part of a new team and have the opportunity to help shape how it grows.
• You’ll gain hands-on experience with e-commerce, fulfillment, branded stores, and operational support.
• You’ll work with a collaborative team that values ownership, transparency, and continuous improvement.

Work Details

• You will be working U.S. shift hours (non-negotiable).
• Compensation: 7-9 LPA depending on experience.