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 Tech Operations Manager to join our team.

Your daily tasks will include:

• Own administration, configuration, and optimization of customer support platforms (e.g., ticketing systems, chat, bots, CRM, QA, WFM, reporting tools)

• Manage user roles, permissions, views, workflows, automations, macros, SLAs, and routing logic

• Act as the primary point of contact for system incidents, outages, bugs, and escalations affecting support operations.

• Maintain system hygiene, documentation, and change logs.

• Run day-to-day tech operations for support, including queue setup, channel launches, feature rollouts, and tooling updates.
  Handle back-office processes, including data corrections, bulk updates, migrations, and operational fixes.
  Identify operational bottlenecks caused by tooling or process design and implement practical fixes.

• Support peak readiness by ensuring systems scale, fail safely, and perform under load.

• Manage integrations between support platforms and other systems (e-commerce, production, shipping, payments, identity, analytics).

• Design and maintain automations to reduce manual work and improve resolution speed and accuracy.
  Ensure data quality, reporting reliability, and metric integrity across tools.

• Partner with Analytics / Data teams to enable accurate dashboards and operational reporting.
  Work closely with Support Operations, Training & Quality, Workforce Management, Product, Engineering, and Outsourcing partners.

• Translate operational needs into clear technical requirements.

• Support onboarding and enablement for internal and BPO teams from a tooling and access perspective.

• Act as a bridge between support teams and technical teams when issues arise.

• Own rollout of new tools, features, workflows, and process changes for support.

• Test, validate, and document changes before release.

• Monitor impact post-launch and iterate based on performance and agent feedback.
  Establish basic governance around tooling changes to prevent chaos.

Your qualifications:

• Strong experience in customer support tech operations or systems administration.

• Deep hands-on knowledge of customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, etc.).

• Experience managing complex workflows, automations, integrations, and permissions.

• Solid understanding of tech support operations and back-office processes.

• Comfortable troubleshooting technical issues independently.

• Strong documentation and process discipline.

• Ability to work with both technical and non-technical stakeholders.

What we offer:

• Monthly salary EUR 4000-4900 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 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)