Customer Support System Administrator

🌟 About the Role 🌟

Our team is at the heart of our success. You’ll be part of a culture where everyone is respected, included, and encouraged to grow. We value continuous learning, uphold a high work ethic, and have fun along the way. Our business keeps growing, so we’re looking for a skilled Customer Support System Administrator to join our team.

✨ Your Daily Tasks Will Include ✨

• Develop comprehensive service journey maps for both success and support segments, documenting customer pathways and internal processes.
• Identify meaningful customer segments within the service journey to tailor solutions and improvements.
• Identify and document process gaps, root causes of dissatisfaction, and obstacles to achieving desired performance levels using existing data, and implement solutions across both frontstage (customer-facing) and backstage (operational) activities to resolve them.
• Participate in current customer support training processes to identify opportunities for improvement based on data, COPC service journey best practices, and industry standards.
• Network with User Research and Brand to ensure strategic alignment between CS service experience and the company’s wider service experience.
• Collaborate with Training & Quality, Operations, Workforce Management, Elite Support, Outsourcing partners, and Project Managers to identify available resources (technical and human) to analyze data, iterate solution prototypes, and implement solutions.
• Suggest a new onboarding process and quality assurance process for internal and outsourced agents based on a new service journey blueprint that drives consistency to improve resolution rates and customer satisfaction in Q2, in time for year-end peak season.
• Partner with Training & Quality, Operations, Workforce Management, Elite Support, Outsourcing partners, and Project Managers to implement new or improved front-stage and backstage processes that yield measurable positive impact.

🎓 Your Qualifications 🎓

• Project Management / Coordination experience or certification.
• Communication Skills - Excellent Written and Verbal.
• Previous experience within the Customer Service/Support industry.
• Service and Design Skills/Experience.
• Analytical skills.

🎁 What We Offer 🎁

• Monthly salary EUR 2500-3000 gross, depending on work experience, education, and skills.
• A global, inclusive team that’s as supportive as it is ambitious and serious about getting things done.
• An opportunity to work remotely or in a modern and welcoming office in Riga.
• Flexible working hours (start your day as late as 11 AM).
• Private health insurance.
• 2 extra paid days off to focus on your mental or physical well-being.
• 1 extra paid day off to celebrate a Birthday or any other celebration of your choice.
• Internal and external learning opportunities.
• Access to mentorship, internal meetups, and hackathons, both on-site and online.
• Free and healthy lunch if you work from the Rīga office.
• Design and order your own merch using our platforms with an employee discount.
• Exciting team-building events and parties you’ll never forget!

FYUL is the engine that powers on-demand commerce at a global scale.

Formed in 2024 through the merger of Printful, Printify, and Snow Commerce, we bring together tech, talent, and infrastructure to help people turn ideas into beautiful products.

From solo creators to entertainment giants, FYUL powers merch that connects with millions, backed by advanced tech, premium production, and global reach.

We're a fast-growing global company working toward powering great brands, great experiences, and great people.

We are an equal-opportunity workplace. We’re committed to diversity and inclusion and make hiring decisions based solely on qualifications, merit, and work experience.

If you think you’d excel in this role, send us your resume in English, showing us why you are the right person for the job.

Interested, but don’t think this is the right fit for you? Feel free to share it with friends and check out other open positions at our career site. We’re always looking for creative and driven minds to join our ever-growing team!

AS Printful Latvia (Reģ. Nr. 40203050078)