Customer Support Specialist; Retail Operations

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other…

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier.

Founded in New York City in 2012 as The Vanity Project, TVP began as a way to rethink nonprofit branding and merchandise. It has since grown into a full-service merchandise and fulfillment partner for brands, nonprofits, franchises, CPG companies, corporate clients and hospitality groups. TVP handles the whole process in-house, from custom swag sourcing, embroidery, screen printing, cut-and-sew manufacturing and print-on-demand to kitting, warehousing, fulfillment, and branded eCommerce stores and ordering portals.

It has run its own warehouse and been a Shopify partner since 2015, and it has worked on campaigns for clients such as Disney, Carnival, Lonely Planet and Chantecaille. In 2024 TVP spun its eCommerce division off as Total Commerce, which now runs on its own. Across hundreds of projects, TVP works as an extension of its clients' teams and focuses on long-term growth well past launch.

• Support TVP customers through responding to customer inquiries across multiple brands while maintaining each brand's policies, tone, and communication standards.
• Write clear, accurate, empathetic, thoughtful and professional customer responses.
• Handle operational tasks related to customer service, including refunds, return labels, order updates, returns, and inventory adjustments.
• Use Shopify to review and manage customer and order information.
• Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows.
• Track and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational issues.
• Work across inventory, order management, shipping, and project management systems.
• Investigate issues thoroughly, identify root causes, and escape when necessary.
• Manage multiple priorities while maintaining accuracy and following tasks through to completion.
• Identify recurring issues or process gaps and contribute to improving workflows.

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role, preferably in retail or e-commerce.
• Excellent written communication skills, with strong grammar, clarity, and the ability to adapt tone across different brands.
• Experience assisting customers through phone, email, or live chat; experience working across multiple channels is preferred.
• Exceptional attention to detail and the ability to identify inconsistencies and errors.
• Strong working knowledge of Google Sheets, including filters, sorting, shared trackers,and basic formulas.
• Hands‑on experience with Shopify.
• Previous experience working with a U.S. based/international company and U.S./international customers.
• Ability to manage multiple priorities in a fast-paced environment.
• A track record of reliability, punctuality, and ownership.
• Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated.
• A systems‑thinking mindset with the ability to understand how different tools, teams, and operational processes connect.
• Ability to learn new systems and processes…