Customer Support Specialist - Hoteliers Onboarding

About the role

Anstea Synergy, which represents the Exely brand in Bulgaria, is looking for a Customer Support Specialist to help its hoteliers in Bulgaria. The main focus is onboarding, training and guiding hoteliers so they can use the Exely Suite platform effectively. The role is based in Sofia.

Key responsibilities

• Guide hoteliers through the Exely Suite, providing activation and training so onboarding is smooth
• Teach hoteliers how to use the Exely Suite platform
• Handle hoteliers' requests by phone and email politely, helping with settings, parameters and new features, in Bulgarian and English
• Collect hoteliers' feedback and escalate it to the relevant departments to improve processes
• Make sure the products work correctly on the hotelier's side

Required profile

• At least 1 year of experience in customer service for an IT company or call center
• Advantage: experience in the hospitality or technology industry for hoteliers
• Native-level Bulgarian and advanced English
• Strong communication skills, analytical mindset, results-oriented and able to work under pressure

Required skills

• Comfortable with CRM and computer software
• Comfortable with ticket and helpdesk systems

What we offer

• Partial hybrid work regime and offline work
• Competitive salary based on experience, with performance bonuses after probation
• Dedicated training manager and initial support from the international team
• Online and offline camps, workshops and networking with colleagues worldwide
• 20 days of paid annual leave plus one extra day per year up to 25
• Open-plan office, free coffee, tea and fruit, corporate equipment and paid seminars and conferences

Hiring steps: interview with the business unit, test task, then offer.