Portfolio Company Jobs

About the Role

We’re looking for a Senior Customer Support Specialist to join our Customer Experience team in Sofia. This is not a traditional high-volume support role, it’s an opportunity to work on complex software challenges and help customers get the most value from a highly configurable platform.

In this role, you’ll act as a key link between customers and internal teams, owning issues from investigation through resolution. You’ll partner closely with Product, Engineering, and Customer Success to troubleshoot problems, interpret system behavior, and drive meaningful, long-term solutions.

You’ll be part of a close-knit, supportive team in Sofia, with opportunities to build your expertise and gain exposure across areas like product, systems, and process improvement.

We’re looking for someone who puts customers first, takes ownership, and works collaboratively across teams. You’re adaptable, curious, and motivated to continuously improve how work gets done, including using tools like AI to work more efficiently.

You bring strong technical curiosity and communication skills, and you’re comfortable navigating complex systems, managing multiple priorities, and handling challenging situations with professionalism and care.

What You'll Do

• Provide timely, high-quality support via phone, email, chat, and other channels
• Resolve complex technical issues and escalations with a customer-first mindset
• Help customers understand and apply platform data and content in their workflows
• Investigate data discrepancies, content gaps, and configuration questions
• Partner with Product, Engineering, and other teams to resolve issues and improve solutions
• Document interactions and ensure clear, consistent communication with customers
• Identify recurring issues and recommend improvements to products and processes
• Mentor and support junior team members to elevate team performance
• Contribute to the development of best practices, knowledge resources, and support processes
• Monitor support trends and contribute to continuous improvement initiatives

What Makes You a Great Fit

• 3–5 years of experience in customer support or a related role, including complex issue resolution, with at least 1 year in a senior or leadership capacity
• Fluent in English (written and verbal), with the ability to communicate clearly with global customers
• Strong troubleshooting and analytical skills, with the ability to break down and solve complex problems
• Experience with ticketing or case management systems (e.g., Zendesk, Jira, or similar)
• Experience supporting web-based applications, APIs, or system integrations
• Ability to clearly explain technical concepts to both technical and non-technical audiences
• Strong communication skills with a professional, customer-focused approach
• Experience mentoring or supporting team members
• Comfortable working in a fast-paced, evolving environment
• Collaborative, proactive, and self-driven, with a strong sense of ownership and curiosity

Nice to Have

• Experience troubleshooting APIs or working with web-based applications in a support environment
• Familiarity with Agile or software development environments
• Experience working with data-driven platforms or interpreting data outputs
• Exposure to identity management systems (e.g., Okta, Azure AD), SSO, MFA, or SQL
• Background in IT, engineering, or programming
• Knowledge of chemical safety, product stewardship, or supply chain sustainability
• Experience using AI tools to improve workflows or productivity