Operations Associate – Ticket Triage

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Fresh Prints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

📋 Description

• Review incoming requests, understand what is being asked, identify missing information or potential issues, and assign the request to the correct team, group, or individual. • Handle supported order edits and admin-related requests from Sales, ISAs, Campus Managers, and Order Processors using approved tools and workflows. This requires accuracy, strong documentation habits, and careful attention to detail. • Support Sales through Freshchat by helping review conversations, answer or route questions, and make sure Sales-related concerns receive prompt and clear assistance. This function is similar to Customer Experience support, but focused mainly on helping the Sales Team. • Assign requests to the correct team, group, or individual based on request type, urgency, and scope. • Analyze requests carefully to identify missing details, unclear instructions, potential blockers, or incorrect routing. • Communicate with Sales, Art, Operations, Admin, Tech, Finance, and other internal teams when clarification or follow-up is needed. • Support eligible Admin tasks and order edits with accuracy and proper documentation. • Assist Sales through Freshchat by responding to or routing questions and concerns appropriately. • Handle urgent or rush requests with strong judgment and a sense of urgency. • Document actions taken on tickets clearly, including notes, updates, and screenshots when needed. • Escalate requests to the correct team when the issue is outside Triage scope or requires deeper support. • Maintain clean workflows by helping prevent duplicate work, unclear ownership, and unnecessary delays.

🎯 Requirements

• At least 1.5 years of experience in operations, customer experience, support, admin, or related role • Excellent verbal and written communication skills in English • Strong reading comprehension and attention to detail, with consistent follow-through • Comfortable using ticketing systems, CRMs, spreadsheets, internal tools, and documentation • Strong analytical, organizational, and problem-solving skills • Able to work independently, manage priorities, and adapt quickly to changing workflows • Proficient with Google Workspace; quick to learn new tools and systems • Bonus Points: Experience in startups, in-house recruitment, or basic design/Adobe Illustrator skills for Art Triage work

🏖️ Benefits

• 2-month paid Sabbatical for eligible employees