Customer Support System Administrator
We’re not one brand or one type of team. We’re a fast-growing global company made up of many disciplines – all working toward a shared goal: to power great brands, experiences, and people.
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!
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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)
- Team
- Platform: Growth
- Locations
- Latvia, Riga
- Remote status
- Hybrid
Our Hiring Process
Intro Chat
If our Talent Acquisition Team believes that you could be a great fit for the role, we’ll invite you to a 30-45-minute introductory call. Our goal is to learn about your relevant experiences, skills, and motivations. This is also your chance to ask any questions you may have about FYUL.
Practical Task
Some roles require our candidates to complete a practical assignment. It helps us assess your problem-solving skills and your ability to complete the duties required for the role.
These can come in the form of a take-home assignment or a live session where a dedicated team member will guide you through the process and answer any of your questions.
Hiring Manager Interview
The next step is a 30-60-minute call to meet the hiring manager. The goal of this call is to assess if you have the skills necessary for the role. Expect more detailed questions about your experience and some situational or behavioral questions.
Decision and Offer
Once all of your interviews are done, our team will get together to review everyone’s feedback and make a decision.
If we decide that you are the best candidate for the role, our recruiter will reach out to you with an offer.
Once you have accepted the offer, our HR Operations Team will contact you to walk you through the contract signing process.
And that’s it! Your FYUL journey begins!
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