Subject Matter Expert with Romanian and English
- Варна
- Permanent
- Full-time
Subject Matter ExpertЕnsure provision of customer support services through various channels of communication, including phone, email, and other media to the end customers of the Client by providing support and mentoring to consultants and assistance to the Team manager; performing regular quality audits and act as first point of contact for the agents and the Client.We're a round-the-clock operation, so you're cool with flexible shifts-including evenings, weekends, or holidays-because great service never sleeps.
This role is 100% on-site-you'll be working from the office in Varna, collaborating face-to-face with the team, and soaking in the energy (and coffee ☕️) of our shared workspace.
ResponsibilitiesAct as the go-to expert on all things related to the project-, features, policies and compliance.
Monitor customer interactions to ensure quality, accuracy, and adherence to tone, process, and regulatory standards.
Identify gaps in workflows and collaborate with operations, QA, and training teams to streamline support processes and enhance CX.
Handle advanced or escalated cases that require deep product knowledge or special handling
Work closely with product managers, compliance teams, and IT to relay feedback from customers and push for feature fixes or improvements.
Provide targeted coaching and side-by-side support to agents to improve accuracy and customer interaction quality.
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