Customer Service Specialist

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 full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through a couple of internal interviews and aim to get you an interview for a full-time job within the month.

Think of us as your personal talent agent — and good luck with the application! 😊

About Ornot

We are a small but mighty cycling apparel company based in San Francisco with much of our clothing made right here in California.

Our mission is to create sustainable cycling apparel and accessories that are built to last. The company was founded in 2013 by a Graphic Designer (me) as "minimally branded cycling apparel" - You could be a rolling billboard, Ornot.

This was a reaction to the lazy, logo-driven design that had dominated the cycling industry for years. Since then, we've continued evolving our brand design, while also increasing our focus on sustainability and responsible business practices. Check out our "Special Projects" collection made using deadstock fabric for a fresh take on sustainable clothing.

Customer experience is a core part of our brand. Every interaction matters, and we believe how we show up for our customers is just as important as the products we make.

The Opportunity:

Join us as a full-time Customer Experience Specialist and become one of the primary human touchpoints for the brand. You’ll often be the first person a customer interacts with, setting the tone for how Ornot feels: helpful, thoughtful, and personal.

This role is a unique blend of customer support, product knowledge, and brand stewardship. You’ll help our customers make confident decisions, solve issues when things go wrong, and build trust that keeps people coming back.

This is a remote role, working Tuesday-Saturday EST Business Hours. Schedule: Tuesday–Saturday, covering EST business hours.

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 You Bring:

• Minimum 2 years working in a customer service environment (in person or in a remote capacity)
• 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, you can 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

Bonus Points:

• 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 to share with Production and Marketing teams.

Additional Details:

• Location - Philippines (Remote)
• Small, collaborative team where your work has a real impact
• Direct access to product, design, and operations teams. There’s a free flow of information, no one works on an island.
• We work hard, but we also have fun