Operations Associate – Ticket Triage

Fresh Prints

Operations Associate supporting Fresh Prints' logistics and workflow processes for the remote team. Responsible for reviewing and routing inbound requests to the appropriate departments.

Posted 7/9/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-Level💰 $400 - $700 per monthWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

2-month paid Sabbatical for eligible employees

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Ticketing SystemsCRMsSpreadsheetsDocumentationOrder EditsData AnalysisProblem-SolvingAttention to DetailWorkflow ManagementBasic Design Skills

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsAdaptabilityJudgment