Customer Service Team Lead

Opalkeep employs 25,800 people across engineering hubs in Sofia and three other locations, building ERP software for mid-market manufacturers.

Job summary:

This role opened up after a team member moved internally. The Customer Service Team Lead answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 9 countries. Headquarters is in Sofia. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Working hours overlap with Central European Time. Most communication happens in Slack, with short video calls when needed.

Responsibilities:

• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately

Minimum qualifications:

• Clear speaking voice and good listening skills
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM
• Must pass a background check
• Comfortable using multiple screens and systems at the same time

Preferred qualifications:

• Knowledge of e-commerce order systems such as Shopify
• Zendesk, Five9 or Genesys experience
• Chat support experience

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Pay: $32.00 to $35.00/hr

What we offer:

• Annual rate review
• Monthly payments via wire transfer or Wise

Opalkeep is an Equal Opportunity Employer, including disability and protected veteran status.

No agencies or third-party recruiters, please.

We are unable to sponsor visas for this position.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Opalkeep EOOD.