Senior Customer Support Manager

Printful is an on-demand printing and fulfillment company that helps people turn their ideas into brands and products. We empower thousands of businesses—from iconic brands like Coca-Cola and MTV to small business owners working out of their living rooms.

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.

If you’re motivated, forward-thinking, and have a drive for excellence, Printful is the right workplace for you. Our business keeps growing, so we’re looking for a skilled Senior Customer Support Manager to join our international team.

In this role, you’ll lead a team of Customer Support Managers and oversee part of 24/7 customer support operations. Through your management team, you will ensure the team meets performance and quality standards via schedule management, coaching, mentoring, and improvement initiatives. You will be expected to use and analyze customer feedback, support metrics, and employee feedback to set priorities for the team and collaborate with other coworkers or departments to challenge and deliver an amazing customer support experience. 

Your daily tasks will entail:

• Taking full responsibility for Core Support Operations and Strategic development

• Managing 24/7 teams distributed in several locations across several timelines

• Aligning and holding accountability for global quality and efficiency goals

• Driving change to secure the best in the industry customer support

• Leading the OKR process for the Support teams

• Being informed of technological advancements in the field of customer support and creating well-established business cases for software implementation

• Gather Internal Stakeholder expectations, prioritize them according to business impact, and reflect on process changes and improvements.

• Analyze Customer Voice data and make operational decisions based on Customer Satisfaction and Key Performance indicator results.

• Be a role model and inspirational leader for a truly fantastic team!

What we expect from you: 

• Strong understanding of customer support processes and best practices

• Passion and genuine interest in customer support advancements and evolving definition of excellent service

• Excellent leadership, people management, and interpersonal skills

• Minimum of 8 years of experience in customer support, experience or care functions, with at least 2 years leading management employees

• Bachelor’s degree in Business Administration, Management, Customer Service, or a related field

• Proven track record of successfully managing and developing a team

• Analytical mindset with the ability to provide detailed reports and insights on customer trends and operational efficiencies

• Proficiency in customer support software and tools

• Ability to adapt to service changes and stay updated with industry trends and competitor activities

• Strong focus on customer-centricity in all operations and proactive problem-solving skills

• Experience in handling employee lifecycle management and building a cohesive team

What we offer:

• Monthly salary EUR 3,500–4,000 gross, depending on work experience, education, and skills

• All the resources and tools to perform your tasks (choose between Mac or Windows)

• An opportunity to work remotely or in a modern and welcoming office in Rīga

• Flexible working hours (start your day as late as 11 a.m.)

• Free and healthy lunch at the office 

• Health insurance, including a mental wellness program

• Day off on your birthday

• Gym membership

• Possibility to work abroad for 90 days each year

• Employee discounts for 300+ premium products 

• Room for professional growth (conferences, workshops, mentoring, guest lectures)

• Exciting team-building events and parties you’ll never forget! 

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

If you think you’d excel in this role, send us your resume and a cover letter in English, showing us why you’re 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 Printful. We’re always looking for creative and driven minds to join our ever-growing team!

AS Printful Latvia (Reģ.nr. LV40203050078)