Senior Customer Support Specialist
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
About the Role
Were looking for a Senior Customer Support Specialist to join our Customer Experience team in Sofia. This is not a traditional high-volume support role its an opportunity to work on complex software challenges and help customers get the most value from a highly configurable platform.
In this role youll act as a key link between customers and internal teams owning issues from investigation through resolution. Youll partner closely with Product Engineering and Customer Success to troubleshoot problems interpret system behavior and drive meaningful long-term solutions.
Youll be part of a close-knit supportive team in Sofia with opportunities to build your expertise and gain exposure across areas like product systems and process improvement.
Were looking for someone who puts customers first takes ownership and works collaboratively across teams. Youre adaptable curious and motivated to continuously improve how work gets done including using tools like AI to work more efficiently.
You bring strong technical curiosity and communication skills and youre comfortable navigating complex systems managing multiple priorities and handling challenging situations with professionalism and care.
What Youll Do
- Provide timely high-quality support via phone email chat and other channels
- Resolve complex technical issues and escalations with a customer-first mindset
- Help customers understand and apply platform data and content in their workflows
- Investigate data discrepancies content gaps and configuration questions
- Partner with Product Engineering and other teams to resolve issues and improve solutions
- Document interactions and ensure clear consistent communication with customers
- Identify recurring issues and recommend improvements to products and processes
- Mentor and support junior team members to elevate team performance
- Contribute to the development of best practices knowledge resources and support processes
- Monitor support trends and contribute to continuous improvement initiatives
What Makes You a Great Fit
- 35 years of experience in customer support or a related role including complex issue resolution with at least 1 year in a senior or leadership capacity
- Fluent in English (written and verbal) with the ability to communicate clearly with global customers
- Strong troubleshooting and analytical skills with the ability to break down and solve complex problems
- Experience with ticketing or case management systems (e.g. Zendesk Jira or similar)
- Experience supporting web-based applications APIs or system integrations
- Ability to clearly explain technical concepts to both technical and non-technical audiences
- Strong communication skills with a professional customer-focused approach
- Experience mentoring or supporting team members
- Comfortable working in a fast-paced evolving environment
- Collaborative proactive and self-driven with a strong sense of ownership and curiosity
Nice to Have
- Experience troubleshooting APIs or working with web-based applications in a support environment
- Familiarity with Agile or software development environments
- Experience working with data-driven platforms or interpreting data outputs
- Exposure to identity management systems (e.g. Okta Azure AD) SSO MFA or SQL
- Background in IT engineering or programming
- Knowledge of chemical safety product stewardship or supply chain sustainability
- Experience using AI tools to improve workflows or productivity
Required Experience:
Senior IC
About Company
Streamline supply chain data collection, reporting with 3E Exchange, an integrated data & supplier comms platform, backed by experts.
