VIP Operations Officer

Sofia Stars is a fast-growing global service provider that guides high-growth businesses to success. Our range of tailored solutions includes R&D, Customer Support, Sales, KYC, Risk, and Anti-Fraud services. We make every connection shine with fresh tech and cultural understanding.

We are looking for a strong VIP Operations Officer to take charge of our technical and process-driven routines. You will manage system access, configure team tools (Zendesk, Voiso, Humanity), compile business analytics in PowerBI, and automate workflows using Google Workspace. The ideal candidate is a blend of a process manager and a helpdesk specialist - someone who takes initiative, solves problems proactively, and communicates effectively across all organizational levels.

📍 Location: On-site (Sofia, Bulgaria)

🕒 Working Hours: Shift-based schedule covering Morning, Day, Evening, and Night shifts to support our 24/7 operations.

Responsibilities:

• Oversee and optimize daily operational activities within the VIP department.
• Formulate, document, and refine operational processes and procedural workflows.
• Address operational challenges and serve as the primary point of contact for departmental inquiries.
• Facilitate the deployment of new systems, tools, and reporting frameworks.
• Collaborate with cross-functional departments to ensure comprehensive support for VIP clientele.
• Assist with reporting, business analytics, and key performance metric tracking using PowerBI, Google Workspace.
• Identify and execute process improvement and workflow automation initiatives.
• Coordinate with Information Security to ensure proper system access provisioning across all Back Office environments for applicable markets and projects.
• Provide operational support to the VIP Department regarding platform inquiries, including Resolve system access issues, Humanity, Voiso, Novatalks, ZenDesk, NR2, Brands management and bulk assignment operations.
• Establish Telegram, WhatsApp, Voiso 
• Design, maintain, and update operational workflows and Google Sheets documentation.
• Assist VIP Account Managers and VIP Team Leads with operational inquiries and administrative requirements.
• Execute operational directives as assigned by the Head of Operations.

Qualifications:

• Strong proficiency in Microsoft Excel / Google Workplace.
• Exceptional attention to detail and accuracy.
• Proactive initiative skills with a problem-solving mindset.
• Excellent interpersonal and communication skills across all organizational levels.
• Full professional proficiency in written and spoken English.
• Demonstrated ability to develop scheduling plans aligned with organizational requirements.
• Familiarity with Zendesk and Humanity enterprise applications is preferred.

Our benefits:

• 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.
• Sport card 70% coverage (Multisport and/or CoolFit)
• Food vouchers (102 EUR)
• Career growth opportunities.
• Great office location.

Working Model:

• This is an office-based position in Sofia, Bulgaria.

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