Customer Experience Associate

Support the Operations Team in Hyper Growth American Startup (Permanent WFH Role)

Fresh Prints is a New York based custom apparel startup. We find incredible students and give them the working capital, training, and support to build the business at their schools. 

The Operations team ensures none of our clients walks away from us unhappy. It is directly responsible for finding the root cause of every client issue and finding the right solution for them to ensure the clients get what they want.

• How well can you read the client’s situation?
• How well can you show empathy and get positive responses from any angry client?
• How can you find the right solution for every situation?
• How can you reduce the cost for these solutions while ensuring the client comes back to us?
• How good are you at drafting emails that will directly/indirectly control client behaviour and contribute towards the company’s revenue growth? 
• How good are you at identifying patterns in issues and finding solutions for those?

As a member of the Operations team, you will be given complete autonomy over your work and decision-making.

You will be operating as an independent entrepreneur. You will be working closely with our clients, Campus Managers, Business Development Managers and Printers to understand problems, find suitable solutions, and give feedback to correct errors.

You will be required to get on a call with the clients, campus managers and Business Development Managers if required to find a suitable solution. Your work will help other members of the logistics team identify potential problems and find solutions. 

• Do you want to be part of the team that ensures Fresh Prints starts and ends with the customer?
• Does the challenge of driving decisions in a dynamic environment excite you?
• Do you love solving complex business problems?
• Are you seeking an environment where you can drive innovation?
• Are you a passionate self-starter?
• If the answer to the above questions is a resounding YES, read on! 

The Customer Experience Associate will report to the Operations Manager and will be a high-performing individual contributor, responsible for retaining clients by providing solutions to client issues. The job involves organizing, planning, and prioritizing. In addition to contributing towards driving the OKRs for this team, they will be the first point of contact to the disgruntled clients and must therefore be calm and comfortable when dealing with emotions. They will also be responsible for ticket management, adhere to service level goals, and route all tasks through in-house technology. They will experience a wide range of problem-solving situations, strategic to real-time situations. We’re on a remarkable growth trajectory and as Fresh Prints grows, you will too. 

For the right person, this role offers an uncapped opportunity. You will be given the space and guidance to have a tremendous impact on your role. 

Responsibilities

• You will be working closely with the clients, the Campus managers and the Business Development Managers to resolve client challenges.
• Communicating with Vendors/Clients/Printers to resolve order issues.
• Finding a way to retain clients who have faced issues while balancing cost to the company.
• Find patterns in issues and then find long term solutions to reduce future order issues.

Essential Requirements

• 1+ years of experience in Customer Service/Issue Resolution/Escalation Handling
• Someone possessing strong analytical and organizational skills 
• Ability to work on complex tasks under tight timelines
• Able to make decisions without direct supervision
• Proficiency in MS-Excel
• Fluency in English and excellent communication skills

Personal Attributes

• Strong attention to detail
• Goal-Driven: You’re set on your goals and respect the timelines your goals are bound by
• Proactive: You believe it’s always on you to make sure anything you do is a success. In love with challenges. You revel in solving problems and want a job that pushes you out of your comfort zone
• Solution Oriented: You are someone who can read the root of a problem and finds a solution for it
• Calm under pressure: You have a sense of urgency but channel it into productively working through any issues
• Open to Invent and simplify: You’re inspired by the endless ways in which everything we do can always be improved

Compensation & Benefits

• Competitive monthly salary
• Monthly night shift allowance
• Health insurance
• Learning Opportunities
• Working in a great culture

Job Location

• This role offers full remote working. If you are applying from the Philippines, you will work remotely.

Working Hours

• 9:00 AM - 5:00 PM EST (US Timings)

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.