Customer Support Associate at Fresh Prints - CX Career Growt in Columbus
Career & Market Insight
This is an entry-to-mid level customer support role at a US-based startup operating in the custom apparel and college merchandise space. Here's how it stacks up from a career perspective:
Compensation: At $550–$700/month USD, this is competitive for the Philippine market (roughly PHP 31,000–40,000/month), but below global benchmarks for customer support roles, even at junior levels. It suits candidates building international BPO experience rather than those seeking aggressive salary growth.
Skills you'll develop:
- Omnichannel support (email, chat, phone, text) — highly transferable to any CX or SaaS support role
- CRM and ticketing system proficiency (Zendesk, Freshdesk, etc.) — in-demand across tech companies
- Metrics-driven performance management — valuable for moving into QA, team lead, or ops roles
- Cross-functional collaboration with sales and operations teams
Green flags: Fresh Prints is a real, growing startup with a transparent hiring process, an equity-friendly team culture, and a notable 2-month paid sabbatical for long-tenured employees — rare in this market segment.
Watch out for: The overnight training schedule (9 PM – 6 AM) for 1–2 months is demanding and could affect work-life balance early on. The role is metrics-heavy, which suits structured performers but may feel rigid for those seeking creative autonomy.
Best suited for candidates aiming to break into US startup environments from the Philippines, or those transitioning from traditional BPO roles into a more entrepreneurial company culture.
Support a multi-million dollar business' supply-chain & logistics team
Fresh Prints is a New York-based custom apparel startup. We work with talented student entrepreneurs and provide the working capital, training, and support they need to build businesses at their schools.
The Customer Experience Associate (what we call the role internally) is responsible for providing timely, accurate, and professional support to customers across multiple communication channels like email, text, chat, and call. This role focuses on resolving incoming client inquiries efficiently while maintaining high-quality service standards and contributing to a positive overall customer experience.
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
Eligibility and Qualifications
- At least 1.5 years of experience in customer support, client services, or a similar customer-facing role
- Comfortable working in a fast-paced, metrics-driven environment
- Strong written communication skills with the ability to maintain a professional brand voice
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
Job Location: Work From Home / Remote
Working Hours (after training period): 5:00 AM to 2:00 PM Philippine Time, Monday to Friday
IMPORTANT NOTE: Training period will take around 1–2 months, with the timings of 9:00 PM – 6:00 AM Philippine Time, Monday to Friday
Monthly Salary: Between $550 to $700 base (depending on experience)
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.
Frequently Asked Questions
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