Customer Experience Associate

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

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

Eligibility and Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or a related field
• Minimum of 1 year of experience in customer support, client services, or a similar customer-facing role
• Strong written communication skills with the ability to maintain a professional brand voice
• Comfortable working in a fast-paced, metrics-driven environment

Other Details

• Job Location: Work From Home / Remote
• Working Hours: 8:00 AM to 5:00 PM EST, Monday to Friday
• 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.

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.