Support Ops / Quality Support Lead, Supply
We’re looking for a

Quality Support Lead, Supply

Support Ops

Location: Riga

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James Berdigans, Founder and Executive Chairman of Printify

“Our mission is to build a platform that lets anyone, anywhere, unlock their own personal freedom. The freedom to generate income, be your own boss and set your schedule. So far, we’ve seen more than 6 million people sign up to start their own eCommerce businesses with Printify. Because every order is made on-demand, there’s no risk to getting started, just reward for putting in the work. Our aim is to put this power to build a business into the hands of every person who wants to create their own business.” 

Quality is one of our major customer promises and a fundamental cross-functional area for Printify’s future successes. Printify facilitates merchants to consistently deliver high-quality products that meet or exceed end-customer expectations. 

To ensure consistent merchant satisfaction, we take a process-driven approach and apply measurable methods to creating, updating, or removing product listings. We closely monitor issues that may affect our merchant’s experience through our Support teams while working with Engineering, Product, and Operational teams to find solutions.   

We’re looking for a Quality Support Lead to manage and coordinate our Technical Support team. The team handles tasks related to product setup and adjustments, user testing, and QA before launching new features. They’re also responsible for supporting strategic platform-enhancing projects, communicating product-related announcements, and collaborating with our Branding and Marketing teams to ensure a great merchant experience. 

Responsibilities

  • Improve and innovate. 
    • Create a roadmap including use cases, current pain points, and a vision. Identify process inefficiencies and propose scalable solutions. Eliminate barriers to accuracy, productivity, and quality while solving complex customer interactions and proactively detect negative trends. 

  • Lead a team of system analysts.
    • Influence and lead the team to deliver results by providing mentorship and managing the team’s performance.

  • Project planning and coordination with cross-functional teams. 
    • Work closely with project stakeholders to understand requirements and objectives. Plan project activities, define timelines, allocate resources, and ensure project deadlines are met. 

  • Operational tasks.
    • Manage the implementation of new product or feature launches. Improve efficiency in all operational activities to ensure we achieve scale for future releases.

  • Deep-dive.
    • Embrace and analyze pain points of the product setup, and share insights. 

  • Collaborate.
    • Working with various stakeholders while planning tasks and timelines can be challenging, making collaboration and decision-making skills essential.

    Minimum Qualifications

  • Proven track record of driving projects 
  • Experience with managing teams 
  • A background working with eCommerce or online platforms
  • Experience in high-growth environments with changing circumstances
  • Strong business understanding and customer empathy
  • Excellent quantitative problem-solving and analytical skills

    • Preferred Qualifications

  • Excellent written and verbal English skills
  • Proven track record of delivering objectives on time
  • Able to work independently while multi-tasking and prioritizing initiatives
  • Knowledge of working with an internal admin panel
  • Project management experience
  • Ability to generate insights from data
  • Ability to develop and implement department vision, goals, and strategies
  • Experienced in creating and implementing new ideas to fix negative behaviors

    • What we offer

  • Stock options, so you’ll own a part of Printify
  • Work fully remotely within EMEA time zones or at our Printify offices in Riga or Tallinn
  • Start your workday anywhere between 7 AM and 11 AM
  • Apple MacBook laptop as your standard work equipment
  • International relocation support for candidates who wish to work in Riga or Tallinn
  • Access to mentorship, internal meetups, and hackathons, both on-site and online 
  • A learning budget for your professional development and access to our book library
  • Health insurance or a budget for it, depending on your location and contract
  • Paid health days whenever you need them without a doctor's note, depending on your contract 
  • Extra paid days off for well-being, as well as a celebration day of your choosing
  • Access to the in-house gym or gym allowance, depending on your location and contract

    • Joining Printify means becoming part of an international company with an amazing team that’s grown to over 500 people from various backgrounds.
    We play to win together and always strive for excellence. We want to achieve great things and make a meaningful change in our customers’ lives. We value a strong learning culture and a growth mindset.

    At Printify, we are committed to fostering a diverse, fair, and inclusive workplace. We do not discriminate on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, marital status, age, disability, or any other grounds.

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