Customer Service Associate

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.

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

• →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

• 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

• 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