Complaints Team Lead

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. 

Responsibilities: 

• Managing the team, including performance reviews, attendance, and leave approvals.
• Overseeing the complaint resolution workflows to ensure timely responses.
• Coordinating with B2B partners and affiliates involved in complaint resolution.
• Creating and implementing new complaint-handling procedures and best practices for each regulation.
• Liaising with other departments on compliance, legal, and regulatory matters affecting complaints.
• Ensuring the team is prepared for new license/brand launches, including training and process alignment.
• Handling recruitment, including defining hiring needs, conducting interviews, and onboarding new team members.
• Ensuring the team is well-trained and equipped to handle complaints effectively.
• Supporting new hires with a structured onboarding process for smooth integration.
• Forecasting team workload and resource needs to maintain optimal staffing levels.
• Deep diving into complaints to gain insights for potential system/procedure issues and offer proposals for improvement. 

Requirements: 

• Previous experience handling customer complaints
• Previous experience leading or managing a team
• Excellent command of written and spoken English
• Strong communication and negotiation skills
• Good problem-solving and analytical skills
• Ability to identify complaint trends and provide reports
• Flexible and adaptable in a fast-paced environment
• Highly organised and detail-oriented
• Strong sense of integrity and confidentiality

Benefits:

• Monthly food vouchers (200 BGN);
• Official employment and full medical insurance, including in-patient/out-patient care, maternity, dental, and annual health check-ups;
• Starting from 20 paid leave days;
• 6 additional days of sick leaves without document required;
• Birthday gift cards;
• Sports card (Multisport);
• Wedding and newborn gifts;
• Breakfast, Friday lunches, fruits, and snacks in the office;
• Team-building events and activities;
• Career growth opportunities;
• Sunny, spacious office.

Ready to shine? Let’s make it real.

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