Customer Support System Administrator

About the role:

We are seeking a hands-on Customer Support Systems Administrator to take ownership of the day-to-day administration, maintenance, and execution of our core customer support technology stack—primarily Zendesk and Ada CX.

In this role, you will be responsible for system configurations, access management, routing, and troubleshooting to ensure our tools run reliably for both internal teams and outsourcing partners. Working under the guidance and priorities set by the CX Tech Senior Manager, you will serve as the first line of technical support, ensuring system changes are executed accurately, permissions remain secure, and our support infrastructure operates seamlessly.

Your Responsibilities:

Zendesk & Ada CX Administration

• Administer, configure, and maintain Zendesk, Ada CX, and associated support software.

• Manage user accounts, roles, permissions, groups, custom views, triggers, automations, macros, and routing rules.

• Build, configure, and maintain bots, conversational flows, intents, and agent handoff logic within Ada CX.

• Support channel configuration across email, chat, messaging, and the Help Center.

System Maintenance & Change Execution

• Execute approved system changes, configurations, updates, and releases accurately and on schedule.

• Perform routine system health checks, audits, clean-ups, and pre/post-release testing.

• Maintain clear documentation, configuration records, and change logs following established governance processes.

Access Management & Onboarding/Offboarding

• Handle user provisioning, role adjustments, and deactivations for internal employees and BPO partners.

• Ensure strict data privacy and permission adherence based on team role and geographic region.

• Prepare and validate system readiness for new product launches, team expansions, and onboarding cohorts.

Operational Support & Troubleshooting

• Serve as the primary point of contact for technical issues, configuration errors, queue adjustments, and automation failures.

• Diagnose root causes and escalate complex vendor platform bugs or major incidents to vendors or leadership when necessary.

• Provide continuous feedback on system performance, identifying tooling limitations, risks, and optimization opportunities.

Your Qualifications:

• Zendesk Expertise: Proven, hands-on experience directly administering Zendesk in a production environment.

• Conversational AI Experience: Experience configuring and maintaining Ada CX or similar AI chatbot and ticketing platforms.

• Domain Knowledge: Deep understanding of customer support workflows, routing logic, and the end-to-end ticket lifecycle.

• Technical Execution: Comfortable managing complex triggers, macros, and user permissions, with strong troubleshooting capabilities.

• Detail-Oriented: Exceptional organizational skills with a strong discipline for detailed documentation and process control.

Nice-to-Haves:

• Experience supporting large, global, or multi-site BPO/outsourced support teams.

• Knowledge of Help Center content management and publishing workflows.

• Familiarity with APIs, webhooks, and third-party app integrations at an execution level.

What we offer:

• Monthly salary of €2,500 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

• Hybrid work - enjoy the flexibility of combining remote work with days in our modern, 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

• 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!