Customer Support Night Shift Team Lead - office-based

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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