B2B Customer Support Operations Specialist

B2B Customer Support

• The Customization Group
  
  

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.

Riga

• Latvia Full-time
• Hybrid
• 2 days WFH €1,700 – 1,900 gross/mo
  
  

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.

Quick facts

Location Riga, Latvia

Setup Hybrid

• 2 days WFH
  
  

Type Full-time

Team B2B Customer Support

Reports to Team Lead, B2B CS

Salary €1,700–1,900 gross/mo

What You'll Do

The split flexes with the calendar — expect more queue time during peak season (November–January), and more project time the rest of the year.

70%

Operations & systems

Designing workflows, configuring tooling, running QA, and connecting Support to the wider business.

30%

Customer support

In the queue with the team — resolving B2B cases across channels, including complex escalations.

// 01

Own the queue when it counts

Resolve B2B cases across multiple channels, take the complex and escalated ones that need independent judgment, and hold FRT and closure-time SLAs.

// 02

Design the way the team works

Build and maintain support workflows, SOPs, and knowledge-base content — kept current, accurate, and actually usable.

// 03

Configure & improve the tooling

Optimize and troubleshoot our support stack and integrations — HubSpot, ClickUp, FreshDesk and related tools — including automations and routing.

// 04

Kill repetitive work

Identify process improvements that increase efficiency and remove manual, repetitive steps — then implement them.

// 05

Run a lightweight QA loop

Establish a simple quality-assurance program and give coaching feedback that closes the loop with the team.

// 06

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. Asks for what they need.

Handles both modes

Enjoys customer work and project work — and context-switches without dropping either.

Compensation & Setup

Monthly salary

€1,700 – 1,900

gross / month

Where you land in the band depends on experience — we'll talk specifics in the recruiter call.

Working setup

Hybrid

2 days from home / week

Based at our Riga office — the oldest TCG office outside Germany — with flexibility built in.

The team

B2B Support

Small, tight, high-trust

You'll report to the Team Lead, B2B Customer Service, and work close to Product, Sales, and CS.

Who You'd Work With

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

SV

Sintija Vaivade

Team Lead

• B2B Customer Service Your manager & hiring manager
  
  

How We Hire

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

1

Day 1–3

• Async
  
  

You apply

Short application + CV. Real people read every one.

2

Day 4–7

• 30 min
  
  

Recruiter call

The role, the team, the salary band, and the working setup.

3

Day 7–9

• ~20 min
  
  

HiPeople assessment + Test Task

A short online assessment you complete from home.

4

Week 2

• 45–60 min
  
  

Hiring-manager interview

With Sintija Vaivade, Team Lead B2B Customer Service.

5

Week 3

• Offer
  
  

Final & offer

A final conversation, then a decision and a written offer.

Ready?

Show us you can think and execute. Apply with a short note and your CV — we review every application, and you'll hear back either way.