We’re looking for a

Support Experience Product Manager (EMEA Time Zone - Remote)


The Company 

James Berdigans, CEO of Printify: “Our mission is to build an ever-evolving platform that lets anyone start an ecommerce business with as little investment and risk as possible. Our vision is to transform ecommerce from mass manufacturing to on-demand production, eliminating excess stock and reducing environmental waste.”

With no leftover stock and minimal risk, Printify has already helped more than 1 million merchants and creators grow their e-commerce business and sell custom design products without upfront investment. We ensure high quality at low cost.

On September 9th 2021, Printify announced that it has secured $45M in Series A funding led by Index Ventures, with participation from H&M Group, Virgin Group, founders of leading technology companies Wise, Vinted, Squarespace, RedHat, and entertainment industry investors such as Will Smith’s Dreamers VC. Printify will use this investment to further expand its marketplace and to hire the best talents available around the world.

The Role

At Printify, we are customer-obsessed and we believe that providing world class customer support is both an obligation and a strategic lever for the business. Every time we solve a problem for a customer - we are paving the way for them to grow their business via Printify.  

The Support Experience product team would be developing and applying technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Printify’s product suite.  As a Product Manager on the Support Experience team, you’ll be responsible for defining Printify’s user support experience across existing and future user segments. You will define the “front-door” to Printify support across all Printify’s product surfaces. 

Note for Printify senior roles:

  • We support remote work, and this role can be held from any country in an EMEA time zone, where the majority of the team is based
  • Within the right time zones, employees can work from any country where they have the right to work
  • For candidates with no right to live and work in any EMEA country, Printify could provide relocation to Latvia or Estonia, provided the candidate meets immigration criteria set by those countries
  • As a Printify Support Experience Product Manager, you will:

  • Enable our largest Printify team - the customer support agents to be as efficient as possible
  • Work closely with the Head of Merchant Support to build and manage the Support Experience product roadmap; set quarterly goals and track deliverables and results
  • Prioritise major initiatives to improve the ease of use for all segments and personas in the Printify customer base when needing support or answers
  • Perform in-depth data analysis and user research to identify areas of opportunity for improvements
  • Collaborate closely with design, analytics, engineering, and business leads to drive successful changes
  • Evangelize the success of your initiatives both internally and externally

  • Minimum qualifications or ‘what you must have’

  • Our ideal Support Experience Product Manager will be relentlessly user-focused, comfortable in ambiguity and have a desire to build solutions that create measurable impact
  • Have a user-focused mindset supporting both external and internal users; deeply empathetic to Printify customer needs
  • Track record of delivering measurable and impactful results 
  • Technically conversant and able to collaborate easily with designers and engineers
  • Highly collaborative cross-functionally and within our product organisation
  • Strong attention to detail with a deep understanding of the big picture
  • Ability to balance multiple projects and deadlines
  • Preferred qualifications ‘what we would like you to have’

  • Experience working in or with eCommerce or online marketplace companies
  • Experience working with a diverse team of engineers, product managers, data analysts, and senior leaders
  • Passion for understanding complex problems and driving high-quality and innovative technical solutions
  • Ability to quickly absorb technical concepts and communicate them to a non-technical audience
  • General knowledge of software engineering best practices including coding standards, code reviews, source control management, build processes, testing, and operations
  • Excellent quantitative problem solving and analytical skills
  • Excellent written & spoken communication skills in English
  • What we offer

  • Stock options so you own a part of Printify
  • Health insurance and health budget to support your well-being
  • Remote work is possible and encouraged from anywhere within an EMEA time zone
  • International relocation support for international candidates who wish to work in Riga or Tallinn
  • Flexible work schedule
  • Modern & ergonomic office space in Printify House in Riga with access to the in-house gym

  • Joining Printify means joining an international company with an amazing team that has grown to over 500 people. At Printify, people from over 20 nationalities and with many different backgrounds are working together in our Riga office and around the world.  

    We play to win together, and we always strive for excellence. We want to achieve great things and make a meaningful change in our customers’ lives. Our customers are our most important asset and our compass in showing us the direction to go. We value a strong learning culture and are united by a growth mindset. 

    Words from our investors:

    Richard Branson, Founder of the Virgin Group: “Entrepreneurial spirit runs through the Virgin Group, which is why I’m proud to support Printify. Both Printify’s vision and success story to date embed this special entrepreneurial spirit, which in turn has created a rapidly growing and robust e-commerce platform. Printify’s unique proposition helps people market their brands through customisable products, with no upfront investment. We’re excited to support its growth in the coming years.”

    Elise Fahlen, Investment Manager at H&M CO:LAB:“With the world experiencing rapid growth in on-demand services, H&M Group is thrilled to have invested in Printify and the team behind it. The execution of the founder’s vision and their impressive success to date speaks not only to the scalability of the product, but also in their ability to be a long-standing industry leader in this space.”

    Dino Becirovic, Principal at Index Ventures:"Printify is the leading marketplace for on-demand manufacturing, offering the largest selection of products and print providers. They have removed all the barriers to product creation and enabled over 2 million creators to launch successful merchandise businesses at the push of a button. Over time, as more manufacturers come online and more methods become available, Printify will allow any creator to bring their wildest product ideas to reality.”