Customer Service Associate

Hi, this is Arpana, one of the founding members of Fresh Prints. In December 2016, I came across a job post on Naukri from Jacob Goodman, one of the co-owners of Fresh Prints. They were looking for someone to lead their Operations team in India. The post had already been taken down, but I decided to send Jacob an email anyway. To my surprise, he replied, and soon I found myself stepping into what would be a life-changing opportunity.

During the interview process, it became clear just how new everything was. There was no office, no payroll system, no established infrastructure at all. But what struck me was Jacob and Josh’s unwavering belief in the vision they had for Fresh Prints.  

They didn’t have all the answers, but their passion was contagious, and I knew I wanted to be part of building something from the ground up.

So, I jumped in. I found an office, figured out payroll, and brought in my childhood best friend to help get things off the ground. There were so many unknowns in those early days, but that’s exactly what made it so exciting. 

I had the chance to wear multiple hats, solve problems on the fly, and help build something tangible. What started as a team of two quickly grew, and over the next few years, we scaled operations across Finance, Tech, and Marketing.

As the first employee of Fresh Prints India, I’ve been lucky enough to help shape this company from its earliest stages. After a short break to have my daughter, I returned to lead HR and recruiting. We’ve gone from a scrappy startup to a team of 400+ people across three countries. But the truth is, even with all that growth, we know it’s still day 1.

One of the things I’m most proud of is how we made it through COVID-19 together. I still remember March 15, 2020—Josh, our co-owner and CEO, sent an email to everyone announcing that the office was shutting down indefinitely. Just like so many people around the world, we were suddenly isolated from the routines and connections we relied on. We were nervous and found ourselves staring down a financial cliff.

In a matter of weeks, we went from million-dollar months to zero revenue. All universities closed. All events stopped.

But we’d been planning for the worst for years. From day 1 we knew we’d have to make our balance sheet a strength. We figured negative events were inevitable and our stress test was to always make sure we could operate for at least a year of 0 revenue without making layoffs. When Covid hit, we were scared, but felt prepared.

And as we struggled to adapt, something unexpected happened—we pivoted. As PPE demand soared, we initially hesitated, but then realized this was exactly what the world needed. Shifting from tees to PPE wasn’t just a business decision; it was about showing up in a way that mattered. The entire team rallied behind the idea, and our adaptability and speed helped us keep going.

While so many companies were just trying to survive, Fresh Prints not only made it but even grew. It wasn’t easy, but this experience showed me how deeply committed we are to each other and our mission. The grit and determination we built in those tough times, that willingness to adapt and keep each other steady—it's what defines us today. 

The opportunities that were available to me when I joined as the first employee are still here today! In fact, they’re bigger now than ever. We’re at an exciting point in our journey, and we’re looking for people who want to have a massive impact on the next chapter of this story.

If you’re someone who sees opportunity and isn’t afraid to chase it, this is the role for you. We’re looking for someone with the entrepreneurial drive to take ownership, challenge the norm, and help us build something that lasts. Fresh Prints is a place where there are no limits. If you’re someone who likes running at challenges head on, this is the role for you. If you’re looking for a clear set of instructions, this role isn’t.

If our story resonates, we want to hear from you! 

Here’s more about the role:

At Fresh Prints, one of our guiding principles is Start and End with the Customer. We take that very seriously. As a Customer Experience Associate, you’ll be the face for Fresh Prints and will define the experience our customers get.

We’re looking for an energetic, patient, and communicative professional. Someone who loves helping other people when they’re frustrated or stressed. You need to be hands-on and have a finger on the pulse of every team. We need someone who would treat every customer as a long-time friend and make sure that they have an incredible experience every time they interact with Fresh Prints. You should be an active listener and be able to think on your feet to tackle challenging customer problems.

Responsibilities

Field inbound customer calls, texts, and chats On a day to day basis, this means:

• Communicate with clients, answer their questions, resolve issues, and update records.
• Coordinate with internal teams to offer resolutions to clients.

Requirements

• 1 - 5 years of previous customer service experience
• At least 1 year of experience with help desk software like Fresh Desk or Zen Desk
• Experience with both phone-based customer service and chat-based customer service
• Neutral Accent
• Positive attitude
• Calm under pressure
• Good problem-solving skills
• Flexibility to work EST hours

You'll make a great fit if you are:

• Relentlessly optimistic: Even the toughest problems don’t get you down.
• A great listener: You’re empathetic and you love guiding people through problems.
• A great writer: You can clearly explain complex ideas and resolutions over email.
• Diligent: You’re an i dotter and a t crosser. People rely on you because they know you sweat the small stuff.

Job Location: Work From Home / Remote

Working Hours: 6:30 PM - 3:30 AM IST, Monday to Friday (slightly flexible)

CTC: Ranges from $400 to $700 per month (adjusted for experience)