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Salary: EUR 2,500 - 2,500 / monthly
Join FYUL (formed in 2024 from the merger of Printful, Printify, and Snow Commerce) as a Customer Support System Administrator. This hands-on role focuses on day-to-day maintenance and support of the helpdesk and chatbot ecosystem, freeing the Senior CX System Administrator to focus on strategic projects.
Key responsibilities include Zendesk administration and maintenance: managing groups, user fields, ticket fields, views, macros, triggers, and automations; onboarding/offboarding agents; monitoring workflow issues; and performing regular audits to keep the instance healthy. You'll serve as the first point of contact for agents and stakeholders needing Zendesk adjustments or troubleshooting, translating requests into system changes and documenting SOPs.
You'll also manage Snowcommerce bots and help centers—building, maintaining, and improving chatbot flows for Snowcommerce brands, creating/adjusting help centers, and serving as the main point of contact with the Snowcommerce team. Additionally, you'll assist with maintenance and minor updates to existing bot flows for Printify and Printful, flagging larger issues to senior staff for project scoping.
Other duties include keeping system documentation current and organized, and managing the team's Jira board to track, prioritize, and close assigned tasks while coordinating with the Senior Administrator on task prioritization.
The company offers €2,500 gross monthly salary (depending on experience, education, and skills), flexible working hours (start as late as 11 AM), private health insurance, 2 extra paid mental/physical wellness days, 1 extra birthday/celebration day, free healthy lunch at the Riga office, employee discounts on merch, and team-building events. Remote or in-office work available in Riga.
