Customer Experience Manager & Country Manager – Bulgaria

Sofia - Bulgaria

Monthly Salary: Not Disclosed

Posted on: 18-09-2025

Vacancies: 1 Vacancy

Job Summary

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 5000 customers in various sectors to achieve safety sustainability and speed to market.

Are you ready to shape the futureCome join us!

About the Role:

At 3E were 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 were 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.

Were 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 youll oversee experienced onboarding and support teams ensuring smooth delivery of services and alignment with 3Es global standards. As Country Manager youll act as the local point of contact for operational compliance HR and finance-related responsibilities.

Were 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 Youll 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 3Es 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 anequal opportunity employerand 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

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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 at3Evia 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 ofthe referral or through other means.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

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 ov...