Fresh Prints

Support Operations Specialist

Fresh Prints

full-time

Posted on:

Location Type: Remote

Location: Philippines

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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.

Requirements

  • Helpdesk Platform Experience: Strong hands-on experience with helpdesk systems such as Kustomer, Gorgias, Zendesk, or similar.
  • Shopify/E-commerce Knowledge: Experience working within Shopify and related support ecosystems.
  • Escalation & Operations Experience: Proven ability managing escalated customer situations and complex workflows.
  • Operational Mindset: Ability to audit systems, identify bottlenecks and implement improvements independently.
  • Communication Skills: Excellent written and verbal communication, with the ability to document processes clearly.
  • Team Collaboration: Experience working with cross-functional partners within the CX organization to implement changes.
Benefits
  • Health insurance
  • Flexible work arrangements
  • Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
helpdesk systemsKustomerGorgiasZendeskShopifyautomationSOP documentationQC reviewsSLA monitoringcapacity planning
Soft skills
communicationteam collaborationoperational mindsetproblem-solvingindependent workprocess optimizationcustomer satisfactionescalation managementattention to detailpattern recognition