B2B Customer Support · The Customization Group
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.
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
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.
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.
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.
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
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.
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.
The Customization Group is a global market leader for customizable wall and home decoration.
In our 4 factories in the USA, Poland, and Latvia, we manufacture up to 500.000 products daily, each one individually tailored to the specifications of our customers.
Our know-how in tech-driven customization allows us to create excellent customer experience within our own D2C online shops and to meet the versatile demands of our B2B and API partners.
