Customer Support Tech Operations Manager

TL;DR

Customer Support Tech Operations Manager: Owning administration, configuration, and optimization of customer support platforms (ticketing systems, chat, bots, CRM) with an accent on system hygiene, documentation, and managing integrations. Focus on identifying operational bottlenecks, designing automations, and overseeing the rollout of new tools and features to improve support efficiency.

Location: Remote or onsite in Riga, Latvia

Salary: €4,000–€4,900 gross monthly

Company

FYUL, formed by the merger of hirify.global, Printify, and Snow Commerce, is a fast-growing global company powering on-demand commerce with advanced tech, production, and global reach.

What you will do

• Administer and optimize customer support platforms (ticketing, chat, CRM, bots, QA, WFM, reporting).
• 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.
• Run day-to-day tech operations for support, including queue setup, channel launches, and tooling updates.
• Manage integrations between support platforms and other systems (e-commerce, production, shipping).
• Design and maintain automations to reduce manual work and ensure data quality and reporting reliability.
• Oversee the rollout of new tools, features, workflows, and process changes for support.

Requirements

• 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).
• Experience managing complex workflows, automations, integrations, and permissions.
• Solid understanding of tech support operations and back-office processes.
• Comfortable troubleshooting technical issues independently and with strong documentation discipline.
• English: B2 required.

Culture & Benefits

• A global, inclusive team that values continuous learning and growth.
• Flexible working hours (start your day as late as 11 AM).
• Private health insurance and 3 extra paid days off (mental/physical well-being, birthday/celebration).
• Internal and external learning opportunities, mentorship, meetups, and hackathons.
• Free and healthy lunch if working from the Rīga office.
• Employee discount to design and order your own merch.
• Exciting team-building events and parties.