This post explains the Senior Customer Support Specialist India 2025 role for TVP NYC (Fresh Prints) in a clear, copy-ready format. Read the snapshot, role summary, responsibilities, required skills, how to apply, and FAQs carefully to prepare a standout application.
1. Snapshot
| Job Title | Senior Customer Support Specialist – Retail Operations |
| Company | TVP NYC (supporting Fresh Prints & multiple eCommerce brands) |
| Location | Remote – India & the Philippines (work US timezone required) |
| Job Type | Full-time (remote) |
| Experience | 3+ years in customer service, eCommerce, or retail operations |
| Focus Keyword | Senior Customer Support Specialist India 2025 |
2. Role Summary
As a Senior Customer Support Specialist India 2025 at TVP NYC, you will represent multiple retail brands (including Fresh Prints) within a B2B2C model. You’ll own post-purchase customer interactions, resolve order and returns issues, and execute operational tasks in Shopify, the Warehouse Management System (WMS), and ticketing platforms. This role demands rapid problem solving, strong written communication, and the ability to switch between brand voices while maintaining accuracy and empathy.
3. Key Responsibilities
- Provide friendly, professional customer support via email and other asynchronous channels on behalf of multiple brands.
- Resolve order, shipping, returns, exchange, and refund enquiries according to each brand’s policy.
- Maintain brand-appropriate tone and messaging while tailoring responses to customer needs and expectations.
- Coordinate with fulfillment and operations teams to resolve backorders, stock issues, and shipment discrepancies.
- Document customer interactions, decisions, and inventory adjustments in Google Sheets, Excel, and internal systems.
- Identify recurring issues and collaborate on process improvements to reduce ticket volume and speed up resolutions.
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4. Operational & Technical Tasks
- Process refunds and issue return shipping labels directly in Shopify and connected tools.
- Manually create and edit orders when necessary to correct fulfillment mistakes or handle replacements.
- Use the WMS to track orders, confirm shipments, and trigger investigations for lost or delayed parcels.
- Log inventory adjustments and communicate stock changes to merchandisers and operations leads.
- Maintain and update customer service documentation and brand-specific SOPs.
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5. Required Skills & Qualifications
The ideal Senior Customer Support Specialist India 2025 candidate combines eCommerce operational knowledge with exceptional communication skills.
- 3+ years in customer service, preferably with eCommerce, retail, or logistics experience.
- Experience using Shopify and order management platforms; familiarity with a WMS is required.
- Strong written English with the ability to adapt voice and tone across brands.
- Proficient with Google Workspace (Sheets, Docs, Gmail) and Microsoft Excel/Outlook.
- Able to handle refunds, returns, and fulfillment investigations with attention to detail and speed.
- Comfortable working US timezone shifts (overnight/evening hours from India) and collaborating across remote teams.
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Personal Attributes
- Empathetic and customer-first mindset.
- Fast thinker who makes informed decisions under pressure.
- Organized, detail-oriented, and able to juggle multiple brand workflows.
- Tech-savvy – quick to learn new tools and suggest process improvements.
- Team player who communicates clearly with fulfillment and operations partners.
6. How to Apply
Ready to apply for the Senior Customer Support Specialist India 2025 role? Click the Apply Now button below to open the Fresh Prints (Greenhouse) application. Before you apply, prepare the documents listed so your submission is complete and easy for recruiters to review.
Before you click Apply – Have these ready
- Updated resume highlighting eCommerce customer support and Shopify/WMS experience.
- Short cover note explaining your experience resolving fulfillment or post-purchase issues.
- Examples of SOPs, templates, or message samples (redacted where required) that show brand voice adaptability.
- LinkedIn profile and contact details; indicate your availability for US timezone shifts.
7. Frequently Asked Questions (FAQs)
Q: Is this role remote?
A: Yes – the position is fully remote but requires availability during US timezone hours. The job title used here is Senior Customer Support Specialist India 2025.
Q: Do I need prior Shopify experience?
A: Experience with Shopify and order management systems is highly preferred and often required for this role.
Q: Will I represent multiple brands?
A: Yes – TVP NYC operates within a B2B2C model; you will support several brands and must switch between brand voices and policies as needed.
Q: What are the main performance metrics?
A: Typical KPIs include first response time, time to resolution, ticket quality scores, refund accuracy, and successful fulfillment issue resolution.
8. Highlights
- The Senior Customer Support Specialist India 2025 role sits at the intersection of customer service and operations – excellent for candidates who like variety and ownership.
- Work remotely while collaborating with a dynamic fulfillment and brand operations team.
- Opportunity to learn multiple eCommerce platforms and contribute to process improvements that directly impact customer experience.
- Competitive salary, health benefits, and professional development opportunities (details subject to company offer).
9. Disclaimer
This post summarises the Senior Customer Support Specialist – Retail Operations role as shared by TVP NYC / Fresh Prints on their job board. RojgarAI is sharing this for informational purposes – final hiring decisions, compensation, and specifics are determined by the employer. Always verify details on the official job page before applying.
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