WORLD'S BEST CUSTOMER SUCCESS REP FOR CUSTOM APPAREL AND PROMOTIONAL PRODUCTS

Customer Success Representative — Custom Apparel & Promotional Products
Full-Time | Remote | 10 a.m.–7 p.m. ET (approx.) | $1,400 – $1,800 USD / month

ABOUT THE ROLE
Hot Print Co. is a fast-growing custom apparel and promotional products company serving organizations, businesses, and events nationwide. Known for our creative designs, seamless ordering experience, and reliable service, we’re looking for a Customer Success Representative (CSR) to manage our top accounts and help us deliver an exceptional experience at scale.

This role is about ownership and impact. You’ll manage high-priority customer accounts from start to finish, ensuring every client enjoys a stress-free, successful experience. You’ll quote new projects, coordinate with designers and vendors, and maintain proactive communication throughout the order cycle. Essentially, you make customers feel confident and cared for, turning one-time clients into long-term partners.

If you’re organized, proactive, and experienced in the decorated apparel or promotional products industry, this is your chance to take a pivotal role and make a direct impact on a high-growth company.

We are not looking for just another CSR. We are looking for the world's best CSR that can manage our top, most valuable accounts. We don't want someone who can answer basic customer questions. We want someone who can read our customers' minds and make them wonder how we did it! This role is not for someone who wants to follow the standard. This role is for someone who wants to set a new gold standard and raise the bar for our entire team.

WHAT YOU'LL DO
? Own customer accounts: Be the primary point of contact for our highest value clients from quote to delivery, ensuring satisfaction and long-term loyalty.

? Communicate proactively: Engage with clients via email, text, phone, and social media. Clear, friendly, and professional communication is the heart of this role. Strong written and verbal communication skills are required.

? Quote new orders: Use supplier sites, pricing tools, and our CRM to create accurate quotes efficiently.

? Coordinate production: Work closely with our design and production teams to ensure artwork, approvals, and production timelines meet expectations.

? Manage reorders & follow-ups: Strengthen relationships, drive repeat business, and proactively identify ways to help customers.

? Collaborate internally: Work with operations and sales teams to streamline processes and improve the customer experience.

? Maintain accurate records: Keep every order organized and on track in our systems.

Note: This is NOT a ticket-based support role. You are a relationship manager responsible for delivering successful projects and building trust with our top customers.

WHAT WE'RE LOOKING FOR
? Experience: 2+ years in custom apparel, screen printing, embroidery, or promotional products.

? Industry knowledge: Understanding of garment quoting, supplier workflows, and production/artwork processes.

? Communication: Excellent written and spoken English. You can clearly explain options, updates, and next steps.

? Organization: You can juggle a high volume of orders and customers without missing a detail.

? Tech comfort: You’re skilled with CRMs and cloud-based tools (Google Workspace, Sheets, Airtable, Printavo, etc) and pick up new systems quickly.

? Ownership mindset: You take full responsibility for your customers’ satisfaction and know that their success is your success.

Work Hours & Environment
? Full-time remote role

? Must overlap with Eastern hours: ideally 10 AM – 7 PM ET, but later start times (11 AM – 8 PM or 12 PM – 9 PM ET) can be considered to provide coverage for West Coast clients.

? This hire will handle our top accounts, which are primarily East Coast-based, but national coverage may be required as needed.

? Collaborative, high-autonomy environment. We move quickly, communicate clearly, and expect excellence from ourselves and each other

WHY HOT PRINT CO.
We’re a lean, fast-moving company building something big. We’ve streamlined production, invested heavily in automation, and are now scaling our customer experience to match. Joining now means you’ll have real ownership, autonomy, and the chance to shape how we serve our customers as we continue to grow. If you’ve managed apparel or promo accounts before and thrive on helping customers succeed, we’d love to hear from you.

HOW TO APPLY (READ CAREFULLY)
Do not message on the OLJ platform or your application will not be considered. Follow these steps exactly.
1. Send an email to ---------- with the subject line: I actually read the instructions
2. Attach your resume as a PDF named: lastname.firstname.customersuccess.cv
3. Send a 2-5 minute video intro talking about your previous experiences in the industry, and what separates you from other candidates with similar experience. The purpose of this video is not to repeat what is on your resume, but to differentiate yourself.

*Please note candidates without industry experience will not be considered*