Customer Service Associate

Round 1: Online Aptitude Test → Round 2: Functional Interview (Customer Service Scenario) → Round 3: HR Interview

Fresh Prints promotes a collaborative, remote‑first culture where employees are empowered to take ownership of their work. The company offers clear growth pathways, regular skill‑up sessions, and a healthy work‑life balance supported by flexible hours and a supportive leadership team.

Fresh Prints typically conducts a three‑stage interview process. The first stage is an online aptitude test focusing on logical reasoning and basic quantitative skills. The second stage is a functional interview where candidates discuss real‑world customer scenarios, communication style, and problem‑solving approach. The final HR round assesses cultural fit, motivation, and salary expectations. Overall difficulty is moderate, and preparation should focus on clear communication and scenario handling.

Bachelor's degree in Marketing, Communications, Business or related field with minimum 60% aggregate; 1+ year of customer support or client‑facing experience; recent batch (2022‑2025) preferred; no active backlogs at the time of joining.

Fresh Prints is a New York‑based multi‑million dollar custom apparel startup that empowers student entrepreneurs across the globe. By providing seed capital, hands‑on training, and logistical support, the company helps budding designers turn their ideas into profitable businesses. With a strong focus on creativity, technology, and rapid market entry, Fresh Prints has built a reputation for innovative product lines and a vibrant, inclusive culture that celebrates diversity and continuous learning. Operating primarily in the United States but with a growing footprint in India, Fresh Prints offers a fully remote work environment for its Indian team members. The organization values flexibility, results‑driven performance, and a collaborative spirit, allowing employees to contribute to global projects while enjoying the comfort of a work‑from‑home setup. Employees benefit from regular virtual meet‑ups, mentorship programs, and a transparent feedback loop that encourages personal and professional growth. **Role Summary** As a Customer Service Associate (also referred to as Customer Experience Associate), you will be the frontline voice of Fresh Prints for its diverse client base. Your primary responsibility is to deliver timely, accurate, and courteous support across email, chat, text, and phone channels. You will troubleshoot issues, guide customers through order processes, and ensure that every interaction reflects the brand’s high standards of service. **Key Responsibilities** 1. Respond to customer inquiries via email, chat, text, and phone with professionalism and empathy. 2. Resolve issues accurately while adhering to company policies and service level agreements. 3. Document all interactions meticulously in the ticketing system. 4. Own each conversation end‑to‑end, including follow‑ups and escalations when needed. 5. Meet and exceed performance metrics such as QA score, average response time, and tickets handled per shift. 6. Collaborate closely with Sales, Operations, and Production teams to provide seamless customer experiences. 7. Identify recurring pain points and suggest process improvements. 8. Maintain up‑to‑date knowledge of product offerings, pricing, and promotional campaigns. 9. Participate in regular training sessions and knowledge‑base updates. 10. Contribute to team meetings by sharing insights and best practices. **Tech Stack** The role utilizes CRM and ticketing platforms such as Zendesk or Freshdesk, Google Workspace (Gmail, Docs, Sheets), Slack for internal communication, and basic spreadsheet tools for reporting. Familiarity with basic data entry and analytics dashboards is advantageous. **Growth Path** Starting as a Customer Service Associate, high performers can progress to Senior Associate, then Team Lead, and eventually move into Operations Manager or Customer Success Manager roles, with opportunities to transition into sales or product support functions. **Why Join Fresh Prints?** - Fully remote work offering flexibility and work‑life balance. - Direct exposure to an international startup environment, enhancing global business acumen. - Competitive salary with night‑shift allowance and a 2‑month paid sabbatical for long‑term employees. - A culture that encourages continuous learning, mentorship, and rapid career progression. - An inclusive, equal‑opportunity workplace that values diverse perspectives.