Meet the Star: Interview with Iliyan Adamov, Head of Customer Support

Jul 19, 2023

Share to:

Running a Customer Support department in an operational services company is a considerable challenge - and it's up to extraordinary Stars to tackle it! Today we spoke with our Head of Customer Support, Iliyan, to get you behind the scenes of his department's day-to-day operations.

For starters, tell us a little about yourself. What do you do as a Head of CS, and how did you become one?

As the Head, my main responsibilities include ensuring we are meeting our customers' requirements, the quality and the efficiency of the service being the most important ones. Apart from this, I am also in charge of hiring needs, as well as reviewing and assessing new candidates. Last but not least, I am accountable for addressing any feedback from the team, along with mentoring and supervising the work of the managers.
I started out as a Customer Support Agent climbing the ladder through all the levels of the department’s structure prior to receiving the opportunity to run it as the Head. This gave me a solid foundation of understanding the department to the smallest detail, which helps me run this part of the business in an efficient way.

After this wealth of experience, do you often pay attention to customer service outside your work?

After all these years, I can't help but always analyze how other companies handle customer service, even in my personal life. When I go to a restaurant, I often find myself checking how the manager works and what’s the set up of the waiters. It has become a professional distortion.

How would you describe working in Customer Support?

The environment in Customer Support is dynamic, and at times, challenging, which is what makes my job exciting. It's a large department, operating 24/7 and mostly staffed with young people who are just now starting out their careers. To grow and improve in such an environment, you need to be adaptive and comptetitive. In my experience, some of the strongest managers I’ve worked with come from Customer Support. Managing an operation running 24/7 that is reactive to any change implemented in the product, as it is the closest part of the business to the customer, gives one invaluable experience.
If we compare someone running a team of 10 ITs to someone being in charge of 10 Customer Support Agents, I bet we would notice a quite a bit more challenges with managing the latter one.

How many people work in Sofia Stars' customer support department?

As crazy as it sounds, our CS Department will soon count 100 Stars. In terms of running the show, there are several roles on board - Team Leads and Shift Managers who operate the resources on shift, as well as Quality Assurance Managers and Trainers who educated and keep the team up to the highest standards in terms of providing good service.

What do you value most about your team?

What I value most about my team is that we have managed to build a strong core consisting of leaders who embrace their responsibilities in a way that serves as an example in front of the rest, which drives everybody forward.

What professional and personal qualities are you looking for in your team members?

What I am looking for in somebody when it comes to assessing their qualities is how open-minded they are, how willing they are to learn, and to receive feedback. Last but not least, how down to earth a person is, is really important.

Jul 19, 2023


Contact Us

Send us your CV or Portfolio, even if you can’t find a suitable role. Maybe we are waiting for you right now, who knows.

Let's apply
Additional attachments
Upload failed. Max size for files is 10 MB.
/ 250
Greek Content Manager
Scrum Master
Customer Support Shift Manager - office-based
Automation QA with Python
Team lead HTML/Markup
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.