Customer Experience Team Leader, Bulgaria

Sofia, Bulgaria
Customer Care – Customer Experience /
Full-time /

Job Responsibilities:

    •  Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions;
    • Inform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks;
    • Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;
    • Handle escalations as necessary or provide advice related to them;
    • Prepare shift patterns and monthly schedules. Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);
    • Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);
    • Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.);
    • Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.;
    • Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;
    • Prepare regular reports on current tasks and CS state.

Job Requirements:

    • Experience in managing a CS team;
    • Ability to be a self-starter, work closely with management and meet all goals within SLA;
    • High proficiency in English (minimum C1 level of the CEFR);
    • Availability to work on shifts;
    • Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Intercom or Slack is a plus;
    • Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;
    • Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;
    • Good interpersonal, problem-solving and analytical skills;
    • Proficiency in MS Office.

Life @
Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.
Transformational and proactive working environment. Elevate employees to find thoughtful and innovative solutions.
Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.
Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.
One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet. 
Are you ready to kickstart your future with us? 
Competitive salary 
Medical insurance package with extended coverage to dependents 
Attractive annual leave entitlement including: birthday, work anniversary
Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.  
Work Perks: visa card provided upon joining 
Our benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.
Founded in 2016, serves more than 80 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.
Learn more at is an equal opportunities employer and we are committed to creating an environment where opportunities are presented to everyone in a fair and transparent way. values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team.
Personal data provided by applicants will be used for recruitment purposes only.