B2B Customer Support Operations Specialist

Half your week in the B2B support queue, half building the systems that make the whole team faster. We hire for how you think, not the tools you already know.

We're a small B2B support team that needs a superstar — someone who can handle customer conversations when needed, and drive the projects that make the whole team better at their jobs. We're looking for a B2B Customer Support Operations Specialist to join our Riga office.

About the role

You'll spend part of your week in the queue with the rest of the team — handling B2B cases end-to-end, including the trickier, escalated ones that need real judgment.

The rest goes to operational projects: improving processes, configuring our tools, running QA, and connecting Support to the rest of the business. The point is simple — you take on this work so the other agents can stay focused on customers.

We care less about what you already know and more about how you think. The right person can learn any tool — what's harder to teach is the instinct to spot inefficiency, design a better way, and ship it.

What you'll do

The role is roughly 70% operations & systems and 30% customer support — a split that flexes with the calendar, with more queue time during peak season (November–January).

• → Own the queue when it counts: Resolve B2B cases across multiple channels, take the complex and escalated ones that need independent judgment, and hold First Response Time and closure-time SLAs.

• → Design the way the team works: Build and maintain support workflows, SOPs, and knowledge-base content — kept current, accurate, and actually usable.

• → Configure & improve the tooling: Optimize and troubleshoot our support stack and integrations — HubSpot, ClickUp, FreshDesk and related tools — including automations and routing.

• → Kill repetitive work: Identify process improvements that increase efficiency and remove manual, repetitive steps — then implement them.

• → Run a lightweight QA loop: Establish a simple quality-assurance program and give coaching feedback that closes the loop with the team.

• → Be the bridge: Act as liaison between Support and Product, Engineering, Sales, and Customer Success — and turn support data into trends, bottlenecks, and fixes.

What we're looking for

This role is about horsepower over résumé. A couple of years in a support or operations role — specific tools and platforms are all learnable. Show us you can think and execute, and we'll teach you the rest.

• → Thinks in systems: sees patterns, dependencies, and root causes — not just individual tickets.

• → Looks for leverage: notices repetitive work and instinctively asks how to remove it.

• → Ships things: takes something from "this is annoying" to "this is fixed and adopted."

• → Communicates clearly: writes well — to customers, in documentation, and in proposals for change.

• → Owns outcomes: closes loops without being chased, and asks for what they need.

• → Handles both modes: genuinely enjoys customer work and project work, and can context-switch without dropping either.

• → Fluent in English, with strong written communication; comfortable picking up tools like HubSpot, ClickUp, and FreshDesk (or you already know them).

Compensation & setup

Who you'd work with

No mystery hiring panel. Here's who you'll actually meet and work alongside.

How we hire

Five steps, no surprises — written feedback at every stage, no ghosting, and about three weeks end to end.

• → 1. You apply — a short application and CV. Real people read every one.

• → 2. Recruiter call (~30 min) — mutual scoping: the role, the team, the salary band, and the working setup.

• → 3. HiPeople assessment + test task (~20 min) — a short online assessment you complete from home.

• → 4. Hiring-manager interview (45–60 min) — the real conversation, with Sintija Vaivade, Team Lead B2B Customer Service.

• → 5. Final & offer — a final conversation, then a decision and a written offer.