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Customer Support Night Shift Team Lead - office-based

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Sofia Stars is an operational company specializing in customer support, risk management, KYC, and related services.

Role in a nutshell:

Are you a seasoned Customer Support professional with a flair for leadership? We're seeking a dedicated individual to lead our Night Shift Customer Service teams in Sofia, overseeing both onsite and remote agents.

Responsibilities:

  • Lead and manage 30 agents, split between Sofia and remote locations.
  • Supervise two Night Shift teams of 15 members each.
  • Conduct performance reviews for Senior Agents biannually, comprising approximately 20% of the team.
  • Handle hiring and forecasting for the team.
  • Work on a 5-day schedule from 17:00 to 02:00 including weekends (one of the shifts might be on Saturday or Sunday).
  • Provide daily reporting on agent and team performance, including metrics like incoming chats, customer satisfaction, and prevalent issues.

Qualifications:

  • Previous experience as a CS Team Lead.
  • Proficiency in CS agents’ Quality Assurance processes.
  • Exceptional soft communication skills.
  • Strong troubleshooting abilities.
  • Excellent command of English.
  • Collaborative team player.
  • Office-based work is required.

Why Sofia Stars?

  • Official employment with comprehensive medical insurance.
  • Competitive salary and enticing bonus structure.
  • Thrive in a dynamic, international company environment.
  • Enjoy birthday presents and other special gifts.
  • Opportunities for career advancement and professional development.
  • Access to sports facilities (through Multisport) and team-building activities.
  • Work in a sunny, spacious office with ample amenities.
  • Receive thoughtful gifts for weddings and newborns.
  • Generous annual vacation days and maternity leave support.
  • Indulge in breakfast, food vouchers, fruits, and snacks onsite.
Apply Now

Our recruitment team will check your CV and Portfolio
in a few days. Sometimes it takes more time, so please be patient; we will contact you as soon as possible.

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