Fresh Prints - Customer Support Specialist (Retail Operations)
Requirements
• 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. • 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. • 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. • 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
Responsibilities
• 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. • Shopify • Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows. • Google Sheets • 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.
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) • U.S. shift hours (non negotiable) • Compensation: 7-9 LPA depending on experience
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