Back to Careers

Team Lead of the CS team - office-based

Send Resume

Sofia Stars is growing tremendously, and we continue to conquer new countries!

Role in a nutshell:

We are looking for a Customer Support Team Lead who will contact and support the best customers in the market. Office hours: Monday to Friday (9-18) with one shift (14-23) per week instead of 9-18 in order to spend time around their agents during the peak periods for the business.


✔️ 25-30 agents reporting to them - some of the agents are located in Sofia, others remote;

✔️ Responsible for creating the schedule for a 24/7 operation;

✔️ Managing the performance reviews for the Senior agents twice per year (only the Senior agents participate in that process, which is approximately 20% of all the people on the team);

✔️ Responsible for the hiring and forecasting of their team;

✔️ Responsible for the daily reporting related to the results of the agents and the results of the market from the CS point of view (total amount of incoming chats, customer satisfaction, main customer issues, etc.).


✔️ CS Team Lead with iGaming experience;

✔️ German, Greek, Italian, Swedish, Norwegian, Finnish, Danish, Czech, Hungarian, Polish, French and other languages are considered an advantage;

✔️ Experience in CS agents' Quality Assurance process;

✔️ Strong soft communication skills;

✔️ Strong trouble-shooting skills;

✔️ Excellent English knowledge;

✔️ Ability to work and cooperate in a team;

✔️ To be office-based.

Why Sofia Stars?

✔️ Official employment & 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 up to 25 working days of Annual Vacation, maternity leave support;

✔️ Six additional days of undocumented sick leaves;

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.

Let's apply
Additional attachments
Upload failed. Max size for files is 10 MB.
/ 250
KYC Officer
Sales agent with Arabic
Italian VIP Quality Assurance Manager
German VIP Quality Assurance Manager
Greek Sales Agent
German Sales Agent
German VIP Team Leader
VIP Team Leader
Head of VIP
VIP Manager with Greek
VIP Manager with Czech
Slovenia VIP Account Manager
Swedish VIP Account manager
Hungary VIP Account Manager
Portuguese VIP Account Manager
VIP Manager with English
PSP Tech Account Manager
Payments Data Analyst
Customer Support Night Shift Team Lead - office-based
AML & RG Officer
Team Lead of the CS team - office-based
Customer Support Quality Assurance Manager - office-based
Customer Support Trainer - office-based
Senior Product Designer
Senior HTML/Markup Developer
Middle Product Designer
Senior Front-End Developer (Angular 15)
Team Lead Back-end development
Product Owner
French Customer Support Agent
Romanian Customer Support Agent
Italian Customer Support Agent
Hungarian Customer Support Agent
Swedish Customer Support Agent
VIP Manager with French
VIP Manager with German
VIP Manager with Italian
Risk Manager
Middle Manual QA
Senior Node.js Developer
Greek Customer Support Agent
Norwegian Customer Support Agent
Finnish Customer Support Agent
Danish Customer Support Agent
Arabic Customer Support Agent
German Customer Support Agent
Czech/Slovakian Customer Support Agent
Your application has been successfully sent
Our managers will contact you shortly
Oops! Something went wrong while submitting the form.