Customer Support Agent

1 hour, 27 minutes ago
Full-time
Junior
Customer and Technical Support
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009

Description

  • Handle inbound customer delivery tickets with professionalism and urgency.
  • Execute predefined workflows for ghost shipments, stalled or delayed shipments, delivered-but-not-received packages, and other exceptions.
  • Communicate shipment status, next steps, and expectations clearly to customers.
  • Escalate issues when required by established procedures.
  • Accurately document ticket outcomes for tracking, visibility, and reporting.
  • Meet service targets including a first response time under 5 minutes during business hours, over 95% SLA adherence, and CSAT above 4.5/5.

Requirements

  • 2+ years of customer support experience, preferably in logistics, e-commerce, or SaaS.
  • Strong written communication skills and the ability to explain complex information clearly.
  • Experience working with ticketing systems and structured workflows.
  • Strong attention to detail and accurate documentation practices.
  • Ability to remain calm and solution-oriented under pressure.
  • Empathy for customers experiencing delivery issues.
  • Availability to work 10:00 AM–7:00 PM PST, including a one-hour lunch break.
  • Availability for occasional weekend, holiday peak-season, or adjusted shift coverage with advance notice.

Benefits

  • Competitive salary based on experience.
  • Opportunities for professional growth and career advancement.
  • Collaborative and dynamic work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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