Customer Support Team Lead (German Speaker)

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. 

🌟 Join the Sofia Stars Team! 🌟

We're on an exciting journey of growth and expansion, and we want YOU to be a part of it! We’re looking for a Customer Support Team Lead (German Speaker) to help us deliver exceptional service as we continue to thrive and reach new markets. Ready to lead a dynamic team in a collaborative and fast-paced environment? This is your chance! 🚀

🕒 Office Hours: Monday to Friday (9 AM - 6 PM) with one shift (2 PM - 11 PM) per week to support agents during peak periods. 🕐

🛠️ Main Responsibilities:

• Lead a team of 20+ employees, creating a positive and collaborative environment. 🤝
• Conduct training & development sessions to help your team grow. 📚
• Handle escalated complaints like a pro. 💬
• Monitor team performance and provide constructive feedback for continuous improvement. 📊
• Oversee smooth customer support workflows across tickets, live chat, email, and phone support. 📞💻
• Maintain quality assurance processes to ensure we deliver the best service. 🔍
• Strive towards monthly targets to improve Customer Satisfaction and response times. 🎯
• Collaborate with the CS Department to achieve quarterly goals. 🏆
• Identify customer trends, analyze data, and implement solutions to improve service. 📈

✅ Must Have Skills:

• Fluent in both German 🇩🇪 and English 🇬🇧.
• Experience managing CS teams handling chats and emails. 💬✉️
• In-depth knowledge of CS processes and chat workflows. 🔄
• Strong communication, troubleshooting, and multitasking skills. 💡
• Leadership experience with a knack for training and guiding teams. 🦸‍♂️🦸‍♀️
• Solid experience in data analysis to identify trends. 📊

🌟 Good to Have:

• Experience with ZenDesk. 🛠️
• Advanced Excel skills. 📊
• Background in a call center environment. ☎️
• Strong public speaking abilities. 🎤

🎉 We Offer:

• Official employment with full medical insurance (including maternity, dental, and health check-ups). 🏥
• Competitive salary and attractive bonus scheme 💰
• Work in a dynamic international company 🌍
• Birthday celebration gifts 🎂
• Career growth opportunities 📈
• Sportscard (Multisport) & team-building activities 🏃‍♂️🏆
• Sunny, spacious office 🌞
• Wedding and newborn gifts 💍👶
• 20 working days of annual vacation + maternity leave support 🏖️
• Food vouchers, breakfast, fruits, and snacks in the office 🍎🥐

💼 Ready to lead with Sofia Stars? Apply now and be a part of our success story! ✨

Ready to shine? Let’s make it real.

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