Customer Experience Associate with English (Night shift), Bulgaria

About the Role

We’re looking for an energetic Customer Experience Associate to be the friendly face and voice of our new platform/product. This is a go-to platform for trading sports, culture, politics events, and more. We turn real-world events into dynamic markets, giving users a smarter, more engaging way to participate in the moments shaping headlines. In this role, you’ll support users navigating our platform and play a key role in delivering exceptional experiences during a period of rapid, exciting growth.

Manages incoming contacts from existing or potential customers.

Initiates outbound contacts to existing or potential customers.

Identifies and assesses customers’ needs to achieve satisfaction.

Resolves product or service problems by clarifying the customer's request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution.

Follows communication procedures, guidelines and policies, covering interactions with both internal and external customers.

Meets personal/team targets.

Maintains customer records by updating account information.

Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Prepares product or service reports by collecting and analyzing customer information if required.

Acts with honestly, integrity and knowledge in supporting and strengthening Company’s culture, values and mission.

Contributes to team effort by accomplishing related results as needed.

Works with their line manager and all respective functions to ensure proper customer service is being delivered.

Handles changes.

Goes the extra mile to engage customers.

High School Diploma (or equivalent).

Prior experience in a relevant customer support or customer-facing role.

Experience in sports or prediction markets would be considered a plus.

Exceptional written and verbal communication skills in English.

Excellent computer literacy and comfort adapting to new software and tools.

Excellent communicator with strong empathy and problem-solving skills.

Comfortable working in a fast-paced, dynamic environment.

Strong analytical skills with the ability to think on your feet, make sound decisions, and solve problems efficiently.

Highly organized with the ability to work independently while remaining a collaborative, reliable team player.

High integrity, discretion, and a strong sense of initiative and perseverance.

A respectful mindset that values the personal dignity and rights of every employee and customer.

A genuine motivation for the role and a strong interest in the financial technologies (FinTech) and services field.

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