About the role
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
Eligibility and Qualifications
At least 1.5 years of experience in customer support, client services, or a similar customer-facing role
Comfortable working in a fast-paced, metrics-driven environment
Strong written communication skills with the ability to maintain a professional brand voice
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
Job Location: Work From Home / Remote
Working Hours: 8:00 PM to 5:00 AM Philippine Time, 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.