Customer Experience Manager & Country Manager – Bulgaria
Sofia, Bulgaria
Customer Experience /
Full-time /
Hybrid
About 3E:
We are a mission-driven company with the purpose to enable a safer, more sustainable world!
3E provides a comprehensive suite of data, analytics, and software solutions for enabling and improving workplace & chemical safety, product stewardship, supply chain management and sustainability. With over 35 years of experience, and 15 locations across North America, Europe, and Asia, 3E helps more than 5,000 customers in various sectors to achieve safety, sustainability, and speed to market.
Are you ready to shape the future? Come join us!
About the Role:
At 3E, we’re committed to helping customers build a safer, more sustainable world — and to doing so through strong, dependable teams. As we move toward becoming an AI-first company, we’re looking for leaders who embrace innovation and are eager to explore how emerging technologies — including AI — can enhance internal workflows, customer support processes, and overall team performance.
We’re now seeking a Customer Experience (CX) Manager & Country Manager – Bulgaria to lead our Sofia office and play a key role in delivering excellent customer service while ensuring effective local operations.
This is a dual role, combining customer-facing team leadership with in-country representation. As CX Manager, you’ll oversee experienced onboarding and support teams, ensuring smooth delivery of services and alignment with 3E’s global standards. As Country Manager, you’ll act as the local point of contact for operational compliance, HR, and finance-related responsibilities.
We're looking for someone who is organized, accountable, and proactive — a leader who builds trust through follow-through, clear communication, and strong people management. Your focus will be on performance coaching, customer escalation oversight, and ensuring your team delivers high-quality results, on time.
This role is ideal for someone who thrives in a fast paced environment, enjoys working within a global matrix, and brings a practical, solution-oriented mindset to leadership.
What You'll Do
- Customer Experience Manager (80%)
- Lead & Inspire: Mentor and develop high-performing Support and Onboarding teams, setting clear goals, metrics, and fostering a customer-first culture.
- Deliver Seamless Journeys: Oversee onboarding and implementation processes, ensuring customers quickly realize value while maintaining smooth handoffs across functions.
- Champion Support Excellence: Guide the Sofia support team to deliver timely, empathetic resolutions; monitor KPIs (CSAT, resolution times) and drive continuous improvement.
- Drive Strategy & Insights: Leverage customer feedback and data to improve processes, scale best practices, and deliver measurable improvements in retention and satisfaction.
- Collaborate Across 3E: Partner closely with Product, Commercial, and Marketing teams to represent the voice of the customer and ensure consistent, high-quality experiences.
- Country Manager – Bulgaria (20%)
- Represent 3E Locally: Serve as the corporate representative in Bulgaria, collaborating with Legal, Finance, and HR to ensure compliance and smooth operations.
- Guide Local Operations: Support accounting, purchasing, audits, and statutory reporting in partnership with regional and global teams.
- Build & Engage Talent: Lead, coach, and support a cross-functional local team, driving engagement, development, and retention.
- Foster Culture: Create a collaborative, inclusive environment aligned with 3E’s values, empowering employees to thrive.
What Makes You a Great Fit
- Experience & Leadership: 8+ years in customer experience (support, onboarding, implementation), with at least 8 years of people leadership experience, ideally including oversight of operations in Bulgaria.
- Expertise: Strong knowledge of implementation, project management, and support best practices; experience with tools such as Zendesk, Jira, Asana, or Smartsheet.
- Tech Savvy: Comfort with APIs, troubleshooting, and system integrations; bonus if you bring SAP ABAP knowledge or background in IT/engineering.
- Communication: Excellent written and verbal skills across customer, cross-functional, and executive audiences.
- Adaptability: Ability to lead through change, balance strategic vision with hands-on execution, and thrive in a fast-moving global environment.
- Preferred: Background in chemical safety, product stewardship, or sustainability; experience with identity provider integrations and agile methodologies.
Disclosures:
3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to recruiting@hr.3eco.com
Visit us at https://www.3eco.com/
Follow us at https://www.linkedin.com/company/3e-safer-world/
Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event 3E hires the candidate because of the referral or through other means.
