Operations Associate (Triage)

We are looking for a detail-oriented, analytical, and highly organized Triage Associate to help review, understand, and route incoming requests across Fresh Prints. This role is a key support function that helps make sure inbound requests are clear, complete, and sent to the right team or handled through the correct workflow.

The Triage Associate works across both Art and Operations workflows. This means the role requires a strong overall understanding of how different teams operate, including Art, Sales, Operations, Admin, Tech, Finance, Production, and other support teams. The goal is not to master every team’s work, but to understand enough of the full workflow to identify issues, ask the right questions, take the correct action, and prevent avoidable delays.

Triage is one of the first checkpoints for many Art, Ops, Admin, and Sales workflows. A strong Triage Associate helps keep work moving smoothly by making sure requests are understood, completed when appropriate, or routed to the right team with the right context. This helps reduce delays, confusion, duplicate work, and operational issues across the company.

This role is a strong fit for someone who enjoys solving problems, communicating clearly, working independently, and learning how different parts of a business connect.

• Routing: Review incoming requests, understand what is being asked, identify missing information or potential issues, and assign the request to the correct team, group, or individual.
• Admin Tasks: Handle supported order edits and admin-related requests from Sales, ISAs, Campus Managers, and Order Processors using approved tools and workflows. This requires accuracy, strong documentation habits, and careful attention to detail.
• Freshchat Support for Sales: Support Sales through Freshchat by helping review conversations, answer or route questions, and make sure Sales-related concerns receive prompt and clear assistance. This function is similar to Customer Experience support, but focused mainly on helping the Sales Team.

• →Review and triage incoming Art, Ops, Admin, and Sales-related requests.
• →Assign requests to the correct team, group, or individual based on request type, urgency, and scope.
• →Analyze requests carefully to identify missing details, unclear instructions, potential blockers, or incorrect routing.
• →Communicate with Sales, Art, Operations, Admin, Tech, Finance, and other internal teams when clarification or follow-up is needed.
• →Support eligible Admin tasks and order edits with accuracy and proper documentation.
• →Assist Sales through Freshchat by responding to or routing questions and concerns appropriately.
• →Handle urgent or rush requests with strong judgment and a sense of urgency.
• →Document actions taken on tickets clearly, including notes, updates, and screenshots when needed.
• →Escalate requests to the correct team when the issue is outside Triage scope or requires deeper support.
• →Maintain clean workflows by helping prevent duplicate work, unclear ownership, and unnecessary delays.

• At least 1.5 years of experience in operations, customer experience, support, admin, or related role. Fresh graduates who are highly interested in building a career in operations are also encouraged to apply.
• Excellent verbal and written communication skills in English
• Strong reading comprehension and attention to detail, with consistent follow-through
• Comfortable using ticketing systems, CRMs, spreadsheets, internal tools, and documentation
• Strong analytical, organizational, and problem-solving skills
• Able to work independently, manage priorities, and adapt quickly to changing workflows
• Proficient with Google Workspace; quick to learn new tools and systems
• Bonus Points: Experience in startups, in-house recruitment, or basic design/Adobe Illustrator skills for Art Triage work

• Reliable laptop or desktop computer suitable for daily work.
• Reliable internet connection, with a backup option when possible.
• Computer with video-chat capabilities.
• Availability during assigned working hours and required meetings.
• Ability to stay reachable and responsive during working hours.
• Commitment to honesty, transparency, accountability, and Fresh Prints principles.