Customer Support And Operations Manager

Summary

Join Fresh Prints, a fast-growing NYC-based custom apparel start-up, as a remote Customer Experience Team Manager. You will fully own the customer experience, managing a team of CX Associates, overseeing communications, setting metrics, and ensuring goal attainment. This role demands 5+ years of experience in customer service or sales development, including 2+ years in a team lead/people manager role. Strong analytical, organizational, and decision-making skills are essential, along with excellent communication and the ability to work night shifts (9 PM to 6 AM PST). The position offers a competitive salary ($1250-$2000/month + night shift allowance), health insurance reimbursement, and ample learning opportunities. Fresh Prints values diversity and encourages applications from all backgrounds.

Requirements

• A total of 5+ years of experience in Customer Service or Sales Development of which 2+ are in a team lead/people manager role
• Strong analytical and organizational skills
• Able to make decisions without direct supervision
• Ability to negotiate positive outcomes
• Fluency in English and excellent communication skills
• This role requires someone who is comfortable working night shifts

Responsibilities

• Fully own our customer experience at Fresh Prints
• Manage a team of CX Associates
• Managing communications with customers
• Setting and tracking team metrics
• Make sure all goals are reached
• One on one meetings with your direct reports and with the VP of Operations

Preferred Qualifications

• Entrepreneurial spirit
• Detail Oriented
• Natural Leader
• Goal-Driven
• Proactive & Problem Solver
• Ability to remain calm under pressure

Benefits

• Salary Range: $1250 to $2000 per month + night shift allowance
• Health Insurance Reimbursement
• Tons of Learning Opportunities
• Work From Home / Remote
• Working Hours: Monday to Friday, 9:00 PM to 6:00 AM Philippine Standard Time