CX System Administrator (Junior/Mid-Level)

About the role: We're looking for a Junior/Mid-Level CX System Administrator to join our team and take ownership of the day-to-day maintenance and support work across our helpdesk and chatbot ecosystem. This role exists to absorb the recurring maintenance, support, and Snow Сommerce-related work currently handled by the Senior CX System Administrator, freeing the senior role to focus on larger cross-brand projects and system improvements. This is a hands-on, detail-driven role — ideal for someone who enjoys solving operational puzzles, keeping systems clean, and being the go-to person when something in the toolset isn't working right.

Key Responsibilities:
Zendesk Administration & Maintenance
- Maintain and update groups, user fields, ticket fields, views, macros, triggers, and automations
- Onboard and offboard agents; manage roles, permissions, and group assignments
- Monitor and troubleshoot workflow issues (routing, SLAs, tagging, business rules)
- Perform regular audits/cleanup of unused fields, triggers, and automations to keep the instance healthy

Support & Stakeholder Requests
- Act as first point of contact for agents, group leads, and other stakeholders needing Zendesk adjustments or troubleshooting
- Translate stakeholder requests into system changes (new fields, views, routing logic, etc.)
- Document changes and maintain internal SOPs/runbooks for common requests

Snowcommerce Bots & Help Centers
- Build, maintain, and improve chatbot flows for Snowcommerce brands
- Create/adjust Snowcommerce help centers
- Serve as the main POC with the Snowcommerce team for System Admin needs, issues, and change requests

Chatbot Support (Printify/Printful)
- Assist with maintenance and minor updates to existing bot flows for Printify and Printful as needed
- Flag larger bot/flow issues or improvement opportunities to the Senior Administrator/Content Team for project scoping

Documentation & Reporting
- Keep system documentation (triggers, automations, field logic, bot flows) current and organized

Jira Board Management
- Work directly in the team's Jira board to track, prioritize, and close out assigned tasks
- Keep tickets updated with status, notes, and progress so work stays visible to the wider team
- Coordinate with the Senior Administrator on task prioritization and handoffs between maintenance work and project work

Why This Role Matters
This position is critical to keeping our CX systems reliable day-to-day while enabling the team to invest more time in strategic, project-based improvements across Printify, Printful, and Snowcommerce.

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
- An opportunity to work remotely or in a modern and welcoming office in Riga
- Flexible working hours (start your day as late as 11 AM)
- Private health insurance.