Bulgarian Customer Service Manager in Sofia, Bulgaria

Reference: GTSO

About Sofia

Sofia is the vibrant capital city of Bulgaria. Living in the city can feel like a fairytale. Sofia has a rich history and culture. Even if you are not into architecture, you will be amazed by the beautiful buildings. Visit the countless churches and the mesmerizing Alexander Nevsky Cathedral. Next to all these highlights Sofia also offers a great nightlife. At night, the city really comes to life. Start your night at a bar and move to a club to dance and party all night long. You can combine life in Sofia with a valuable, and CV-boosting job!

Click here to read more about moving to Bulgaria.

The job

Start working for a Bulgarian fast-growing e-commerce group. They are running 20+ online stores across fashion and non-fashion categories. Their customer service is AI-first: their own AI agent resolves the majority of customer contacts, and a lean human team handles the rest and makes the system better every week. They run customer service like a product: they measure everything, test ideas and act on data.

Now they are building a customer service team in the Sofia office, and you will be the first hire. You start hands-on: handling customer cases yourself and learning our stores, processes and AI setup inside out. From there, you are fully responsible for the team: you build it, manage it and push it forward as it grows to 15+ agents. That includes basic HR, from recruitment and onboarding to performance management. You also own the numbers that show customer service is working.

Within this job there will be 2 phases, with each their own responsibilities and tasks:

Phase 1 - Hands-on (first months)

• Handle customer cases end-to-end, especially the ones our AI agent can't resolve: delivery issues,
  returns, refunds and payment disputes

• Review AI conversations daily, spot errors and feed improvements into prompts, templates and
  workflows

• Document processes and SOPs the future team will run on

• Map ticket volumes and contact reasons to build the hiring plan

Phase 2 - Build, manage and grow the team (to 15+ agents)

• Recruit, onboard and train agents

• Handle basic HR for the team: contracts, leave and absence, and HR documentation

• Set targets, coach, and manage performance, including exits

• Plan staffing and schedules against ticket volume

• Report weekly on KPIs: first response time, resolution time, CSAT, QA score, refund rate, dispute rate
  and cost per order

• Find root causes of recurring contacts and push fixes to the teams that own them

We offer

• Full-time contract in Sofia, Bulgaria

• Work on-site from the office in Sofia

• Competitive salary

• The chance to build a team from zero to 15+ and shape how it works

• Holidays according to the Bulgarian law

Your qualifications

💭 You are fluent in Bulgarian and English, both written and spoken

🎓 Experience in e-commerce customer service. Proven people-management experience: you have built teams, coached people and managed performance, including exits. And basic HR experience: recruitment, onboarding, contracts, leave and absence, and performance
documentation

📊 Comfort with data: you build and read reports in Excel or Google Sheets

💪🏻 A KPI-driven way of working: you set targets, track them and report on them without being asked

If you have any questions about the position, please feel free to send an email to info@jobsqd.com. Our recruiters are ready to help answer any questions you may have.