Customer Support Specialist (Retail Operations)
About the role
About Frontier
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.
At Frontier, we help companies grow cross-functional teams abroad. We hire the smartest people and place them into great companies. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through assessments and interviews and aim to connect you with the right opportunity.
Think of us as your personal talent agent — and good luck with the application! 😊
About TVP
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.
What You’ll Do
- 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 escalate 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.
What you have
- 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 quickly and work independently.
- A collaborative, “one team” approach to working with colleagues.
Preferred Experience
- Experience with logistics, fulfillment, shipping, and inventory operations.
- Experience managing multiple brands, clients, or accounts.
- Familiarity with shipping, inventory, order management and project management platforms.
Remote-work requirements
- A reliable computer that meets the required technical specifications
- A stable high-speed internet connection suitable for voice and video calls
- A dependable backup internet connection
- A quiet and professional workspace
- A reliable headset with a microphone
- Ability to meet SeatGeek and Frontier’s information-security and workspace requirements
Why you’ll love this role
- You’ll support customers across a variety of retail and e-commerce brands and help create positive shopping experiences
- You’ll solve meaningful customer problems rather than simply provide scripted responses.
- You’ll be part of a new team and have the opportunity to help shape how it grows.
- You’ll gain hands-on experience with e-commerce, fulfillment, branded stores, and operational support.
- You’ll work with a collaborative team that values ownership, transparency, and continuous improvement).
Work Details
- You will be working U.S. shift hours (non negotiable)
- Compensation: 7-9 LPA depending on experience
