Fresh Prints is seeking a Customer Service Specialist to join our team. You will become one of the primary human touchpoints for the Ornot brand, setting the tone for customer interactions as helpful, thoughtful, and personal. This full-time role is a unique blend of customer support, product knowledge, and brand stewardship.

What You'll Do

Respond to customer inquiries via email, chat, and other support channels.
Help customers with sizing, fit, fabrics, and product comparisons.
Resolve order issues, returns, exchanges, and shipping questions with empathy and efficiency.
Represent Ornot’s brand voice in every interaction: calm, clear, and human.
Act as a guide for customers navigating our products for the first time.
Surface recurring feedback and insights to internal teams.
Help maintain high standards for response quality, tone, and consistency.
Monitor and respond to reviews.
Process returns and exchanges.

What We're Looking For

Minimum 2 years working in a customer service environment (in person or remote).
Strong written communication skills: clear, friendly, and confident.
Strong sense of self-managing, organization and follow-through.
A solutions-first mindset and a genuine desire to take care of customers.
Curiosity and willingness to deeply learn our products and materials.
Strong emotional intelligence, ability to read the room even over email.
Attention to detail without losing the bigger picture.
Ability to work independently and manage your own workload.
Comfort making judgment calls without rigid scripts.
Alignment with Ornot’s values around quality, longevity, and transparency.

Nice to Have

Experience in e-commerce or customer support platforms (Shopify, Gorgias, etc.).
Background in apparel, outdoor, or cycling industries.
Experience in a retail setting.
Ability to translate customer feedback into actionable insights for Production and Marketing teams.

Team & Environment

You'll join a small, collaborative team. You'll have direct access to product, design, and operations teams; no one works on an island. Customer experience is a core part of our brand; every interaction matters. We work hard, but we also have fun.