About this role.
This role is for a Bulgarian-speaking Customer Support Team Leader to lead and motivate a team of support agents, ensuring high-quality service and adherence to SLAs. The responsibilities include organizing workflows, reporting to clients, scheduling team members, and fostering a collaborative, trust-based environment. It is a remote position offering paid training, private health insurance, and a benefits package. Ideal candidates have fluency in Bulgarian and English, prior customer support experience, and strong communication and leadership skills.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Support Team Leader position. With my fluency in Bulgarian and English and my experience in customer support, I am confident in my ability to lead and motivate a team to deliver exceptional service. I have a proven track record of meeting SLAs and fostering a collaborative environment.
My organizational skills and ability to solve problems quickly make me an ideal fit for a fast-paced, target-driven workplace. I am eager to bring my leadership abilities to your remote team and contribute to both team success and client satisfaction.
Sincerely, [Your Name]
Sample interview questions
I would focus on recognition, open communication, and ensuring breaks are taken. I would also analyze root causes and collaborate with the team to improve processes, such as streamlining workflows or providing additional training.
In my previous role, I monitored SLA metrics daily and adjusted staffing schedules to ensure targets were met. I also communicated proactively with the client about any potential issues and worked with the team to identify areas for improvement.
I would have a private conversation to understand the root cause, provide specific feedback, and create a development plan with measurable goals. I would then follow up regularly to offer support and track progress, ensuring the team member has the resources to succeed.
I would listen to both parties, mediate a constructive discussion, and focus on a solution that aligns with team goals. I would also set clear expectations for respectful communication and reinforce these values during team meetings.
In my last job, I implemented a new knowledge base system that reduced response time by 20%, which led to higher customer satisfaction scores and improved team efficiency. I also introduced weekly team huddles to share best practices and address emerging issues quickly.
Have you always considered yourself a natural leader? Are you proud of your Bulgarian language and organizational skills? If you think you have the ability to motivate and manage people in a creative way, then you are the one we are looking for!
While leading a team of agents, supporting exceptional clients, and providing satisfaction to both the company and the customer, your main duties and responsibilities would be:
- Improving common communication through timely and accurate provision of information for the purpose of joint development
- Organizing a team that will provide quality information about a particular service in the appropriate time period
- Respecting the agreed SLA with the client
- Quality and timely reporting to the client
- Data entry and monitoring of PNL status
- Motivating and inspiring members as well as creating an atmosphere oriented towards open communication, trust, and the existence of teamwork
- Participating in meetings needed for improvement of the quality of work and services – feedback, challenges, lessons learned, and joint challenges
- Creating a timetable for team members to meet customer service expectations
- Taking care of working hours and requests for free days/absence
- Transferring knowledge to new members of the team
What we expect from you:
- Fluency in Bulgarian and English – both written and spoken
- Previous experience in Customer Support, Contact Center or a similar customer-facing environment
- Previous experience in a Team Leader, Supervisor, Senior Agent or similar leadership role is a plus
- Strong communication and interpersonal skills
- Good organizational and problem-solving skills
- Ability to motivate and develop team members
- Ability to work in a fast-paced and target-driven environment
- Good knowledge of MS Office
What you will get from us:
- Remote model of work
- Opportunity to develop skills through paid training
- Work in a large, international team
- Private health insurance
- Benefit package available to all our employees (free day and gift books for a birthday, discounts with our partners from different industries…)
There is no need for previous experience, as long as you are ready to learn and have fun during that process!
If you want to give yourself a try in the new role, apply and join us!
Only shortlisted candidates will be contacted. Good luck!
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
