Customer Support Shift Manager

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you’ll be part of a place where ideas light up, and growth isn’t just a promise—it’s a journey. 

⭐ Sofia Stars is growing tremendously, and we continue to conquer new countries! We are looking for a Customer Support Shift Manager.

‼️ IMPORTANT: This position is office based, our office is located on 51, Blv. "Cherni Vrah", Office "Energy Tower".

✅ Responsibilities:

✔️ Assisting customer support agents by serving as second-line customer escalations from various jurisdictions;

✔️ Handling complex cases and customer complaints;

✔️ Assisting various teams who collaborate with the Customer Support department;

✔️ Monitoring the workload of the customer support, taking proactive actions and communicating with the management;

✔️ Processing personal data requests from customers;

✔️ Escalating product issues via Jira;

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✅ Must skills:

✔️ CS Expertise: Proven experience managing customer support workflows and chat-based communication processes.

✔️ Communication: Exceptional English proficiency paired with strong interpersonal and soft skills.

✔️ Analytical Thinking: Strong troubleshooting and data analysis skills with high attention to detail.

✔️ Operational Efficiency: Ability to multitask and manage time effectively in a fast-paced environment.

✔️ Team Collaboration: A proactive team player who excels at cooperating and working toward collective goals.

‍✔️ Experience working with Zendesk / Jira / Confluence - will be considered an advantage;

✅ Why Sofia Stars?

💰 Competitive salary and attractive bonus scheme - up to 50% monthly bonuses;

🍎 Monthly food vouchers (100 EUR);

💼 Official employment & Full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);

🌍 Working in a dynamic International company;

🚕 Taxi vouchers;

🌴 Up to 25 paid leave days;

🏥 Six additional days of undocumented sick leaves;

🎁 Birthday, wedding and newborn gifts;

⚽ Multisport card;

🧗‍♂️ Team-building events and activities;

🌆 Sunny, spacious office;

🍔 Food vouchers, breakfast, fruits, and snacks available in the office;

📈 Ability for career and professional growth within the company;

Ready to shine? Let’s make it real.

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