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Customer Support Shift Manager - office-based

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Sofia Stars is growing tremendously, and we continue to conquer new countries! We are seeking a dynamic and dedicated individual to join our team as a Shift Manager.

Role in a nutshell:

As the number of CS agents continues to grow, the CS Team is seeking Shift Managers to effectively handle the rising volume of second-line escalations.


✅ Responsibilities:

✔️ Preparing daily market performance reports and providing them to the management;

✔️ Monitoring the workload on CS, taking proactive actions and communicating with the management;

✔️ Processing personal data requests from customers;

✔️ Assisting customer support agents by serving as second-line customer escalations from various jurisdictions;

✔️ Handling customer complaints;

✔️ Escalating product issues via Jira;

✔️ Check whether the scheduled number of agents is online, taking into account the pre-planned breaks and email rotations.


✅ Must skills:

✔️ Knowledge and Experience in CS processes and flows in chats;

✔️ Strong soft communication skills;

✔️ Strong troubleshooting skills;

✔️ Excellent English Knowledge;

✔️ Ability to work and cooperate in a team;

✔️ Multitasking ability;

✔️ Time Management;

✔️ Data analysis;

✔️ Attention to detail.

✅ Good to have:

✔️ Experience working with Zendesk;

✔️ Experience working in a contact center environment;

✔️ Minimum 6 months experience in a similar role.

Why Sofia Stars?

✅ What we offer:

✔️ Official employment and full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);

✔️ Competitive salary and attractive bonus scheme;

✔️ Working in a dynamic International company;

✔️ Birthday celebration present;

✔️ Ability for career and professional growth within the company;

✔️ Sportscard (Multisport) - partly covered & team-building events and activities;

✔️ Sunny, spacious office;

✔️ Wedding and newborn gifts;

✔️ Time for proper rest and 20-25 working days of annual vacation, maternity leave support;

✔️ Breakfast, food vouchers, fruits, and snacks available in the office.

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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