At ultrafan our mission is clear: to digitalise and transform professional sports clubs. We create innovative technology solutions that give our partners a competitive edge – both on and off the pitch.
We are looking for a Customer Support and Managed Services Specialist who will primarily serve external clients and take part in managing their requests related to the services we provide.
This is not a standard call-centre position, but a role that combines customer service, partner coordination and service management.
Customer service
- Providing end-to-end customer service in Bulgarian in line with the company’s internal standards and procedures.
- Handling requests received by email and chat from internal and external clients.
- Communicating with suppliers and partners about the services provided.
- Working with the company’s other departments to ensure timely, high-quality service.
Partner service and request management
- Reviewing and processing client requests submitted through the dedicated portal.
- Working with back-office systems and other tools needed to fulfil requests.
- Ensuring requests are resolved on time in line with the agreed SLAs, and escalating them when necessary.
- Keeping accurate records of completed tasks and each stage of service.
- Informing clients in a professional and clear way about additional questions or opportunities for tailored services.
What we’re looking for:
Requirements
- At least 2 years of professional experience in customer service through written communication in Bulgarian.
- Willingness to work shifts within a five-day working week, Monday to Sunday.
- Experience with request management systems and back-office tools.
- Excellent attention to detail and the ability to follow clearly described, structured processes.
- Excellent communication skills and a high professional standard in written communication.
- Proficiency in Microsoft Office.
- Written and spoken English at B2 level or above.
Nice to have:
- Experience in a managed services or IT Service Desk environment.
- Experience with online payments and money transfers.
- Basic technical knowledge of IT systems and managed services concepts.
What do we offer?
The option of hybrid working after the third month.
Flexible working hours within a five-day working week, Monday to Sunday.
Onboarding and ongoing training.
Regular performance feedback.
Opportunities for professional growth within the team or in other departments of the company.
Competitive pay, with social security contributions on the full salary.
A modern office in Sofia, at the junction of Bulgaria Blvd and Akad. Ivan Evstratiev Geshov Blvd.