Seasonal Print Quality Resolution Assistant - 2026

As a Print Quality Resolution Assistant, you will work directly with customers to resolve post-print issues and ensure they receive the highest quality product. In this high-energy role, you provide immediate support over live communication channels to identify order issues, troubleshoot design files, and create replacement orders in real-time. You will serve as a critical, cross-departmental link - acting as a liaison for all incoming quality and replacement order needs, handling the initial triaging steps when a customer reports a problem, providing expert guidance, and ensuring a seamless, fast experience for our customers. Additionally, you will step in to support general customer service tasks during peak seasonal periods.

Responsibilities

Respond to calls, emails, and chats from customers in accordance with policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace; Act as primary expert for live contacts (specializing in phone support) and guide customers through the order replacement process; identify root causes, provide immediate solutions, and replace orders in real-time; Review incoming requests to determine if an issue is an internal error or a customer-driven change; ensure every case is accurately vetted and documented at intake; Open and navigate Adobe Illustrator and Photoshop files to diagnose print issues, proofread and edit design files as needed; Work cross-functionally to ensure a seamless transition for customers moving from general support to the Print Quality queue; Record detailed technical data within Salesforce to help the team track trends and recurring print/design issues; Ensure all replacement order requests are accurately documented and prepped so the Processing Team can fulfill the replacement order without further investigation; Work closely with the Print Quality team to align on best practices and ensure consistency across the team.

Requirements

Must reside in one of the following states: AR, AZ, CO, CT, FL, GA, ID, IL, KS, LA, ME, MN, MO, MT, NC, NJ, NV, OK, OR, TN, TX, UT, VA, WA, WI; Excellent written and verbal communication skills, with the ability to adjust tone for live interactions; Proficiency in Adobe Illustrator, Photoshop, and Acrobat Pro (or similar design, photo, and document editing software); Ability to think critically to solve complex print and design problems on the fly; Experience with Salesforce Lightning and Google Suite; Ability to work effectively in a remote, team-oriented environment, engaging effortlessly with coworkers and taking feedback well; Ability to work a schedule that includes at least one weekend day; Ability to positively and efficiently resolve customer concerns, prioritize multiple tasks in a fast-paced, high-volume environment, and remain calm and focused while troubleshooting errors during live customer interactions; Ability to explain product limitations and other issues to customers; Belief that quality and accuracy are critical; Ability to seek out ways to resolve issues on first contact and improve triage and intake workflows; Receptiveness to change and openness to evolving priorities as seasonal volume shifts.

Nice to have

Lightroom