Customer/Merchant Support Specialist

3 weeks, 4 days 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

  • Deliver prompt, best-in-class responses to customer inquiries via email, Slack, and chat.
  • Troubleshoot technical issues, identify root causes, and provide solutions or escalate when needed.
  • Become a product expert so you can answer customer questions quickly and accurately.
  • Manage 20–30 open customer conversations at a time.
  • Own follow-ups and ensure tickets are resolved in a timely manner.
  • Collaborate with internal teams on escalated or complex issues.
  • Identify trends in support issues and share insights with product, tech, and operations teams.
  • Contribute to internal knowledge-sharing through documentation, training, and related resources.

Requirements

  • Proven experience in customer support, merchant support, or a related role.
  • Excellent communication and problem-solving skills.
  • Ability to think on your feet and enjoy helping people.
  • Comfortable wearing many hats and juggling multiple priorities.
  • Ability to multitask, stay organized, and manage time effectively.
  • Experience in e-commerce, SaaS, or analytics is a plus.
  • Familiarity with Tableau, Looker, SQL, or BI platforms is a bonus.
  • Comfortable providing weekend support.

Benefits

  • Competitive salary and equity packages.
  • Flexible vacation and PTO.

Interested in this position?

Apply directly on the company website

Apply Now

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