Fresh Prints

Operations

• Manage the Growth Lead’s inbox and draft thoughtful outreach and follow-up emails to potential leads by learning our unique tone and communication standards
• Prospect and identify target leads based on ideal customer profiles (ICP) using LinkedIn and other tools.
• Assist with setting up and executing email campaigns and event invites.
• Maintain and update lead data in CRM (HubSpot) and tracking systems.
• Coordinate with team members to ensure alignment on prospecting goals.
• Support growth initiatives (event planning, identifying warm referrals, recruiting) and maintain accurate tracking of progress and KPIs.

Growth Operations Associate

• Support escalated customer cases across all channels, including: Email, SMS, chat, social media, Trustpilot reviews, BBB reviews and complaints, Amazon reviews, TikTok reviews, Walmart reviews.
• Draft and publish responses aligned with internal guidelines, escalating for approval only when required.
• Identify recurring escalation themes and surface patterns.
• Audit, optimize and maintain business rules and workflows in the helpdesk platform (Kustomer).
• Regularly review, optimize and test automation, shortcuts, tags and saved replies to improve efficiency and consistency.
• Identify broken, unused, or duplicative processes and clean them up with oversight.
• Maintain and update internal and external knowledge bases to reflect current processes.
• Create, refine and ensure standard operating procedures (SOPs) are documented clearly and kept current.
• Identify documentation gaps and close them independently.
• Assist with weekly QC reviews and support report creation and distribution.
• Help with monitoring SLA performance and identifying areas for improvement.
• Partner with WFM lead to support scheduling, forecasting and workload balance.
• Aid in developing channel-level staffing schedules and capacity plans.
• Support operational projects such as fraud and reseller monitoring and mitigation.
• Work with stakeholders to implement enhancements that improve team performance and customer satisfaction.

Support Operations Specialist

Customer Support

• Omnichannel Engagement: Provide top-tier support via email, and live chat, some phone support.
• Consultative Assistance: Help customers navigate our website, place orders, and track shipments.
• Project Enhancement (Upselling): Really understand the customer's vision for their outdoor project to help them find not just the best furniture item, but also suggest accessories or other things that will help enhance their enjoyment.
• Critical Problem Solving: Manage tickets regarding damaged items or shipping errors by coordinating directly with vendors and internal leadership.
• Operational Tasks: Complete daily/weekly recurring tasks and assist with ad-hoc projects that support company-wide growth.

Customer Service Representative

Recruitment

• Support prospecting and headhunting efforts
• Source candidates from diverse channels and screen resumes and applications with a strong quality bar
• Take hands-on ownership of role coordination that goes beyond scheduling
• Conduct interviews and coordinate multiple rounds of assessments
• Partner closely with hiring managers to align on role expectations, feedback, and hiring timelines
• Communicate clearly with management and team members to provide regular status updates
• Take on additional responsibilities as needed in a fast-moving startup environment

Junior HR Associate – Talent Acquisition

Collections

• Following up with customers on open and overdue invoices
• Handle case escalations and complex invoices
• Coordinating with Universities, Student organizations, and companies on invoice payments
• Tracking and reporting on overall collections metrics
• Applying check and Venmo payments to invoices
• Taking card payments over the phone
• Applying discounts and refunds to invoices
• The Unknown - we're always looking to find new ways to improve and we also want you to take ownership of projects you think can add value

Junior Collections Specialist

• Request, compare, and manage shipping quotes to secure cost-effective and reliable carrier options.
• Schedule and reschedule pick-up services with carriers to meet client timelines.
• Provide real-time dispatch assistance, ensuring smooth communication between carriers, clients, and internal teams.
• Create and maintain a process-driven, detail-oriented approach to problem-solving and operations.
• Demonstrate agile thinking and the ability to quickly adapt to changing situations, tools, or priorities.
• Coordinate with carriers on shipment status, updates, and any changes to schedules.
• Audit shipping invoices and perform basic reconciliations to ensure billing accuracy.
• Track and document shipping activities to maintain operational visibility.
• Identify and resolve shipping-related issues quickly and effectively.
• Support continuous process improvements within shipping and dispatch functions.

Operations and Dispatch Specialist

Account Manager

• Organize and manage support queues (email, tickets, SMS, messages, voicemail backlog)
• Respond to customer inquiries primarily through written channels
• Handle Tier 1 callbacks and follow-up outreach
• Assist with account-related updates, documentation, and internal notes
• Support overall Customer Success operations to keep workflows running smoothly

Account Coordinator

• Lead prospecting and headhunting efforts
• Source candidates from diverse channels and screen resumes and applications with a strong quality bar
• Take hands-on ownership of role coordination that goes beyond scheduling
• Conduct interviews and coordinate multiple rounds of assessments
• Partner closely with hiring managers to align on role expectations
• Communicate clearly with management and team members to provide regular status updates
• Take on additional responsibilities as needed in a fast-moving startup environment

HR Associate – Talent Acquisition

Risk

• Serve as the primary operational support for one or more Risk Advisors (Account Managers), ensuring seamless day-to-day account management.
• Lead the preparation and review of insurance quotations, proposals, renewals, and endorsements for accuracy and completeness.
• Oversee accurate data entry and maintenance across web-based insurance systems, CRMs, and editable PDFs.
• Maintain, audit, and update client records and policy information in the CRM to ensure data integrity.
• Prepare, review, and issue certificates of insurance and other policy-related documents.
• Gather, organize, and validate client data for insurance applications and supporting documentation.
• Manage and monitor billing processes with both clients and insurance carriers, flagging discrepancies proactively.
• Track and follow up on outstanding documentation, policy subjectivities, and compliance requirements.
• Draft, review, and send professional client and carrier communications on behalf of the Risk Advisor.
• Act as a quality checkpoint by reviewing work completed by junior assistants or support staff, when applicable.
• Identify process improvements and best practices to enhance efficiency and client experience.

Lead Risk Advisor

Full-stack Engineer

• Build and ship high-quality, AI-first applications
• Design, develop, and maintain scalable, performant, and secure full-stack applications across our React/Next.js and Node.js stack.
• Contribute clean, well-documented code that balances speed of delivery with maintainability.
• Proactively identify performance bottlenecks, architectural gaps, or opportunities to automate and improve development workflows.
• Collaborate cross-functionally to deliver impact
• Work closely with Product Design and Product Management teams to translate ideas and prototypes into production-grade software.
• Provide technical input during planning, ensuring feasibility and scalability.
• Participate in architecture discussions and contribute to system design decisions that align with our AI-first vision.
• Champion AI-assisted engineering
• Use and advocate for AI-assisted tools (e.g., Cursor, CodeRabbit) to accelerate development while maintaining code quality.
• Experiment with and evaluate emerging AI dev tools, sharing learnings with the team.
• Help define best practices for integrating AI into the engineering workflow.
• Elevate the engineering culture
• Uphold and promote high standards for code quality, testing, and documentation.
• Mentor junior engineers through code reviews, pair programming, and informal learning sessions.
• Model a low-ego, high-collaboration approach that embodies Fresh Prints’ values.
• Contribute to scalable architecture and reliability
• Help design and evolve systems for performance, observability, and reliability at scale.
• Participate in architecture reviews and contribute to decisions around CI/CD, monitoring, and deployment practices.
• Support the creation of internal tools and shared components that improve team velocity.
• Drive business impact through technology
• Develop a strong understanding of Fresh Prints’ business model, products, and customer needs.
• Translate business goals into technical solutions that improve user experience, scalability, or team efficiency.
• Take ownership of delivering outcomes, not just code.

Principal Software Engineer

• Manage and organize the Head of Risk’s email inbox, ensuring critical items are addressed and irrelevant items are cleared.
• Assist with scheduling meetings and coordinating calls.
• Support carrier appointment documentation and licensing communications with the team.
• Handle miscellaneous tasks, such as drafting emails to HR or compliance vendors.
• Help triage SLA breaches and communicate with other Risk team members to ensure important Case Work is addressed promptly.
• Track tasks and follow-ups that may require the Head of Risk’s attention.

Risk Operations Assistant

SDET

• Build and ship high-quality, AI-assisted test automation
• Design, develop, and maintain scalable, reliable, and secure test automation frameworks across UI, API, and integration layers.
• Write clean, well-structured automation code that balances speed of delivery with long-term maintainability.
• Proactively identify flaky tests, bottlenecks, architectural gaps, and opportunities to improve reliability, speed, or coverage.
• Automate workflows that streamline QA and engineering productivity.
• Execute thoughtful, high-signal manual testing
• Perform exploratory testing that goes beyond scripted checks: digging into edge cases, product behavior, and user flows with genuine curiosity.
• Validate complex scenarios, new features, and ambiguous product areas where automation isn’t yet the right tool.
• Use insights from manual testing to guide automation priorities, architecture decisions, and risk assessment.
• Treat manual testing as a strategic activity that uncovers unknowns, not a rote task to “get through.”
• Elevate the quality culture
• Uphold high standards for test design, automation strategy, code quality, reliability, and documentation.
• Mentor junior engineers through code reviews, pairing, and thoughtful guidance.
• Understand the product deeply: its users, workflows, risks, and growth goals.
• Translate business needs into robust testing strategies that uncover issues early and improve user experience.
• Take ownership of outcomes, not just automation scripts.

Senior Test Automation Engineer

Ecommerce

• Deliver a best-in-class customer experience by responding promptly to customer/merchant inquiries
• Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed
• Become a product expert so you can answer questions quickly and accurately
• Manage 20–30 open customer conversations at a time
• Own follow-ups and ensure all tickets are resolved in a timely manner
• Collaborate with internal teams on escalated or complex issues
• Spot trends in support issues and share insights with product, tech, and ops
• Contribute to internal knowledge-sharing (documentation, training, etc.)