Escalation Support Representative (Duty Manager) – Shift Work

About the role

We are looking for an Escalation Support Representative (Duty Manager) to join our team in Sofia on a shift‑based schedule. You will act as the primary point of contact for escalated customer issues, ensuring timely resolution and maintaining service continuity.

Key responsibilities

• Serve as the escalation point for customers, partners, and internal stakeholders across multiple business units.
• Prioritize support requests, assign them to the appropriate resource level, and track progress in a dedicated log.
• Coordinate communication during business continuity events to minimize impact and restore operations.
• Engage IT and cross‑functional teams to resolve critical application, network, or tool outages and provide status updates.
• Analyze escalation data, identify trends, and present recommendations to senior leadership.
• Deliver resolutions that meet agreed KPIs and SLAs, and conduct root‑cause analysis.

Required profile

• Minimum 1 year of experience in customer service or support.
• Fluent English communication skills, both written and verbal.
• Attention to detail and a commitment to quality.
• Previous logistics experience is a plus.

Required skills

What we offer

• Shift‑based full‑time schedule (06:00‑15:00, 14:00‑23:00, 22:00‑06:00).
• Opportunity to work with a major client and develop escalation management expertise.