Support and Inbound Sales Chat Shift Lead with English

Sofia, Sofia City Province, Bulgaria

For more than 15 years Easy Consult has been a trusted partner for tailor made HR solutions in various industries. Striving to be a market leader we are always on the look for the latest trends in HR, staying true to our mission of building long lasting relationships with our clients, candidates, and employees.

No matter if it is about recruiting a skilled machine operator, a qualified software developer or an experienced executive our team has been delivering in a time efficient and high quality manner.

On behalf of one of our clients we are looking for Support and Inbound Sales Chat Shift Lead with English to join their team.

What you will be doing:

  • Responsible for process adherence of all team members
  • Takes care of sick leaves and paid leaves.
  • Daily hand shake with the region for updates.
  • Performs daily stand up for the shift members + training update.
  • Shift transfer to the next shift (to ensure no major urgent issues are open).
  • Ensure smooth execution of Incident Management work flow.
  • Responsible for the ongoing ticket and chats allocation in the Global support queues.
  • Manage shift members queue and assignments.
  • Ensure queue meets KPIs upon live dashboard.
  • Observe service quality.
  • Participate or own projects for continuing service improvement.
  • Collaboration with different teams.
  • Handle escalations / transfer to Team Lead in case of assistance required.
  • Daily check with Tier 2 for known issues.
  • Ultimate communication point in case required further communication along crisis / major issues.


  • High English proficiency both spoken and written, additional language is an advantage.
  • Customer oriented, ability to assure customer engagement by managing support queries.
  • Time management skills to enable prioritization of tasks.
  • Strong problem solving/troubleshooting skills and communication with the different departments.
  • Can-do approach, creative and committed to improve and continuously learn.
  • Excellent social skills and strong ability to operate multiple applications and platforms.
  • Commitment to excellence: willing to accept constructive feedback, and drive toward continuous improvement.
  • 3 years of previous work experience in customer service or technical customer facing support, including mentoring peers.
  • Organizational skills.
  • Online advertising experience is an advantage.
  • Ability to work with different cultures and nationalities from around the Globe.

If this opportunity sounds appealing and fitting for you and your future career development, don’t hesitate and apply. Send us your CV in English and we will contact the short-listed candidates as soon as possible.

And if this job is not suitable for you, but you know a person who is a perfect match on the requirements listed, please share the link or recommend your friend.

Our services are free of charge for candidates.
All applications will be treated in strict confidentiality. Easy Consult Recruitment and Employment activities are based on a Recruitment license № 2339/ 30.08.2017

Choose file