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.

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.