Customer Support Specialist (Retail Operations)

Job description

**About Frontier** [**Frontier**](https://www.hirefrontier.com/) is a **subsidiary** of [**Fresh Prints**](https://www.freshprints.com/?srsltid=AU7gw4WuRYrDDtrT4HYXATbhWyhQ2ziWiK6oMwg-55Eqwjb1OqRbaouT). 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. #### **About the Role** As an **E-Commerce Customer Support Specialist**, your job is to make sure every customer inquiry is handled with care, accuracy, and follow-through. You'll help customers understand what's happening with their orders, take action to resolve issues, and keep them informed until a clear resolution is reached. You'll support multiple retail and e-commerce brands, adapting to each brand's policies, tone, and service standards. This role combines customer service with hands-on e-commerce operations. You'll work directly in Shopify and related systems to investigate order discrepancies, process refunds and replacements, coordinate with shipping and fulfillment teams, and track outstanding issues through completion. This is a hands-on role that requires more than simply responding to messages. You'll need to investigate problems, take ownership of cases, manage competing priorities, and follow up proactively rather than waiting for someone else to move things forward. You'll also help identify recurring customer issues and operational gaps that could be addressed to improve the overall customer experience. You'll work within established policies and have support when issues require additional approval or broader decisions. However, you're expected to resolve routine cases independently, communicate clear next steps, and maintain ownership of customer issues until the agreed resolution is complete. #### **What You'll Do** - Manage customer inquiries across multiple retail and e-commerce brands, following each brand's policies, tone, and service standards. - Write clear, accurate, and empathetic responses that explain the situation and set appropriate expectations for customers. - Investigate delayed or missing shipments, incorrect or damaged items, backorders, returns, and stock discrepancies using order records, tracking information, and internal systems. - Use Shopify to review orders, identify discrepancies, and take appropriate customer service actions. - Process refunds, return labels, replacements, and order changes within approved policies and permissions, coordinating related inventory corrections when needed. - Work directly with fulfillment, warehouse, shipping, and internal teams to resolve customer issues and keep outstanding actions moving. - Prioritize incoming inquiries, review pending cases daily, and follow up proactively to keep customers informed while resolutions are in progress. - Resolve routine cases independently and escalate issues requiring additional approval, policy exceptions, or broader client decisions with relevant findings and a recommended next step. - Continue coordinating follow-ups and customer updates after an escalation unless responsibility has been explicitly transferred. - Maintain accurate case notes, order records, and shared trackers, confirming that agreed resolutions have been completed before closing cases. - Identify recurring customer issues and operational gaps, and suggest practical improvements to prevent repeat problems. #### **What You Bring** - Proven e-commerce customer support experience, including personally resolving order, shipping, return, and refund issues. - Hands-on Shopify experience, particularly reviewing orders, identifying discrepancies, and processing customer service actions. - Excellent written English, with strong grammar, empathy, and the ability to adapt your communication style across different brands. - Experience coordinating with fulfillment, warehouse, or shipping teams to bring customer issues to resolution. - Strong problem-solving skills and attention to detail, including the ability to compare information across systems and recognize missing or inconsistent details. - Exceptional organization and the ability to manage multiple inquiries, pending cases, and follow-ups without losing track of outstanding issues. - A proactive approach to work: you take ownership, follow up without reminders, and keep cases moving until resolution. - Good judgment when working within established policies, including knowing when to resolve an issue independently and when to escalate it. - Clear and professional communication with customers and internal teams, particularly when explaining delays, coordinating next steps, or managing expectations. - Experience supporting U.S. or international customers and the ability to work the stated U.S. Eastern Time schedule. - Working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas. - The ability to learn new systems quickly and adapt to the workflows of different brands. #### **Nice to Have** - Experience supporting multiple brands or working in an agency or e-commerce services environment. - Familiarity with helpdesk platforms, shared inboxes, or customer support ticketing systems. - Experience with shipping, inventory, or order management systems. #### **How We'll Measure Success** - Customer inquiries receive timely, accurate, and empathetic responses, with clear next steps. - Routine customer issues are resolved independently, with appropriate escalation when needed. - Orders, refunds, returns, replacements, and shipping issues are handled accurately and in accordance with established policies. - Open cases receive proactive follow-up, and customers remain informed until their issues are resolved. - Every case has accurate documentation, and agreed resolutions are completed before cases are closed. - Fulfillment and shipping issues are coordinated effectively, with outstanding actions tracked through completion. - Recurring customer issues and operational gaps are identified, with practical suggestions to reduce repeat problems. #### **Role Details** **Location:** Remote **Employment Type:** Full-Time **Working Hours:** 9:00 AM–5:00 PM U.S. Eastern Time **Openings:** 2 **Probation Period:** 3 months