Client Experience Manager

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Main Responsibilities:

• Lead a multi-language Customer Success team with a proactive service approach.
• Develop scripts, set targets, and optimize agent performance.
• Monitor KPIs to drive continuous team improvement.
• Coach, train, and support team members for high performance.
• Implement strategies to reduce churn and boost retention.
• Identify and execute upsell and cross-sell opportunities.
• Advocate for customers to influence product and marketing strategies.
• Gather and share feedback for continuous product and service improvement.
• Develop engagement frameworks to enhance customer experience

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The client offers:

• Excellent salary above the average;
• Additional Health Insurance;
• Food vouchers - 200 BGN;
• Hybrid mode of work;
• Standard working hours;
• Nice and friendly atmosphere and opportunity to work with motivated professionals;
• 25 days paid annual leave;
• Modern office with fitness, bowling, and relaxation areas;
• Real chances to develop professionally in an international fintech company.
• Team Building activities;

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This would be the right role for you if you have:

• Excellent verbal and written English (C1 Level);
• Extensive experience in Customer Success or Customer Support role;
• 1-2 years of people management experience;
• Ability to work in a dynamic, cross-functional environment.
• Data-driven professional with expertise in customer analytics and KPIs.
• Proven experience in reducing churn and driving upsell/cross-sell initiatives.

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Apply and you will get the full broad information about your possibilities with HRS Bulgaria!All applications will be treated strictly confidential.Only short-listed candidates will be contacted.