Customer Service Associate

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.