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Team Lead of the CS team - office-based

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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.

Responsibilities:

✔️ 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.).

Qualifications:

✔️ 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
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