Head of Customer Experience Insights

ABOUT TIDEAt Tide, we empower small and medium enterprises (SMEs) to optimize their business operations by providing not just business accounts and banking services, but also a robust suite of administrative solutions that streamline invoicing, accounting, and more.We are revolutionizing the small business banking landscape, boasting over 1.8 million members worldwide, including in the UK, India, Germany, and France.Through cutting-edge technology, our offerings are tailored specifically for SMEs. With rapid onboarding, minimal fees, and innovative functionalities, we focus on making data-driven decisions to fulfill our mission: to help SMEs reclaim both time and resources, allowing them to concentrate on their passion.Tide facts:Tide serves SMEs in the UK, India, Germany, and France.We proudly support over 1.8 million members, with 800,000 in the UK and 1,000,000 in India, and our growth is accelerating.We have successfully raised over $300 million in funding.Our team comprises over 2,500 diverse Tideans across the globe!Our headquarters are located in Central London, with a member support and technology center based in Sofia, Bulgaria, and additional technology hubs in Serbia, Romania, Lithuania, and Hyderabad, along with offices in Gurugram, New Delhi, Berlin, Paris, and Luxembourg.ABOUT THE TEAM:The Support team operates around the clock, delivering personalized assistance to our members through our experts. We actively gather feedback to develop user-friendly technology and serve as the representative voice of our members. Support is available via social media, phone, in-app messaging, and email.ABOUT THE ROLE:As the Head of Customer Experience Insights, you will be instrumental in amplifying the voice of our members and steering the content strategy that addresses their needs. This exciting role will allow you to lead a specialized function, bridging the gap between customer feedback and operational execution. You will oversee the entire feedback loop and manage our member-facing content team, ensuring that data-driven insights lead to meaningful product enhancements and operational excellence.Champion the Voice of the Customer: Lead the Voice of the Customer (VoC) strategy by synthesizing feedback from various channels (surveys, support tickets, reviews, interviews) to formulate a comprehensive understanding of customer sentiment and challenges.Drive Content Excellence: Direct the member-facing content team to ensure Help Center articles, FAQs, and macros are precise, appropriately toned, and optimized to enhance self-service and decrease contact volume.Deliver Actionable Insights: Analyze qualitative and quantitative data (NPS, CSAT, CES) to...

Empowering Wealth Building for AllAt trading212, we are redefining the landscape of trading and investing by delivering innovative products that resonate with our users.Our commitment to excellence and agility is paramount to our continued success.With over 5 million clients and €30 billion in assets under management, we have established a robust reputation in a short span.Your Role as a Customer Experience SpecialistWe are on the lookout for a dedicated customer advocate to join our dynamic team. We prioritize hiring individuals who are knowledgeable, approachable, and eager to provide exceptional service.Your role will be pivotal in delivering outstanding customer support to our growing international clientele. You will collaborate with a high-performing team, allowing for significant career development opportunities.Essential Skills and QualificationsFluency in English (C1 level or higher)Customer-centric mindsetStrong time management and multitasking abilitiesDesire for continuous learning and personal growthFlexibility to adapt to a rapidly evolving environmentPreferred QualificationsExperience in customer service rolesFamiliarity with the stock market and fintech sectorProficiency in an additional languageYour ResponsibilitiesEngage with clients in English and BulgarianHandle incoming inquiries through chat and emailAssist clients in navigating our applicationResolve account-related queriesRelay client feedback to enhance serviceWork on a rotating 24/7 shift scheduleWhat We ProvideIn-depth training to familiarize you with our businessOngoing professional development opportunitiesRecognition of your talents and contributionsCompetitive salary packageComprehensive social benefits

Role Overview cxg is looking for a Freelance Customer Experience Evaluator in Sofia, Bulgaria. This project-based role focuses on luxury automotive brands and their customer service standards. What You Will Do Visit assigned automotive locations in Sofia to observe and assess customer interactions Analyze service quality and overall customer experience Deliver detailed feedback and insights to help improve luxury automotive services Location Based in Sofia, Област София, Bulgaria.

As a Payment Experience Specialist, you will become the trusted ally for our users, stepping in whenever payment issues arise. Whether a transfer is delayed or something seems amiss, you will diligently investigate with precision and care. Your mission is to ensure swift and accurate resolutions — eliminating confusion and guesswork.Embrace ResponsibilityIn this role, your responsibility extends beyond problem-solving; it involves keeping our users informed and confident throughout their journey. You will clarify the situation, outline the next steps, and indicate if any actions are required from their end. Your goal is to transform frustrating experiences into seamless interactions, making banking feel effortless.Deliver high-quality, empathetic support in every interaction, ensuring users feel heard and valued throughout their payment journey.Manage escalated payment issues by conducting thorough investigations, coordinating with relevant teams, and ensuring timely and accurate resolutions.Act promptly in urgent situations, recognizing the needs of distressed users and providing reassurance through swift action.Maintain clear communication with users by setting expectations, providing updates, and following through until their issues are fully resolved, fostering a transparent support experience.

Role Overview hmgroup is seeking a Department Head for its Sofia location. This position leads a team focused on operational excellence and ensures that departmental activities support the company's broader mission. What You Will Do Oversee daily departmental functions and guide team performance Develop and implement strategies that align with hmgroup's objectives Promote collaboration and a positive team culture Coordinate initiatives that support both departmental and company-wide goals Who We’re Looking For Experience leading teams and managing departmental operations Strong ability to set direction and deliver on strategic initiatives Skilled at fostering teamwork and aligning people toward shared goals

As a Cards Experience Specialist at bunq, you will be the first point of contact for our users when they encounter issues with card payments. From declined transactions to suspicious charges and refund requests, your role is to swiftly and effectively resolve these concerns, ensuring a smooth experience for our users.Your responsibilities include reviewing and issuing chargebacks and refunds, with a focus on accuracy and fairness. Equally important is your role in keeping users informed throughout the process, providing clear explanations of what is happening, what to expect next, and any actions required from their side.Embrace OwnershipBy promptly addressing issues and providing the right solutions, you will enhance our users' experiences and make their lives easier. Collaborate with various teams to address root causes and support payment operations in tackling even the most intricate challenges

ABOUT TIDEAt Tide, we empower small and medium-sized enterprises (SMEs) to optimize their operations, saving both time and money. Our offerings include business accounts and essential banking services, along with a robust suite of user-friendly administrative tools ranging from invoicing to accounting.Transforming the small business banking landscape, Tide boasts over 1.8 million members across the UK, India, Germany, and France.Leveraging cutting-edge technology, our solutions are tailored specifically for SMEs. With swift onboarding processes, minimal fees, and innovative features, we are dedicated to making data-driven decisions that align with our mission: helping SMEs reclaim their time and resources to focus on what they love.Tide facts:Accessible for SMEs in the UK, India, Germany, and FranceOver 1.8 million members: 800,000 in the UK and 1,000,000 in India, with rapid growthMore than $300 million raised in fundingA diverse workforce of over 2,500 Tideans globallyHeadquartered in Central London with a member support and technology center in Sofia, Bulgaria, and additional tech centers in Serbia, Romania, Lithuania, and Hyderabad, as well as offices in Gurugram, New Delhi, Berlin, Paris, and Luxembourg.ABOUT THE TEAM:The IT team at Tide is a dynamic, impact-driven group of approximately 20 professionals, merging a responsive service desk with strong project-based engineering expertise. Operating in a cloud-native environment centered around Google Workspace, the team supports a broad, globally distributed workforce. Our focus is to empower the business through dependable, secure access to a variety of SaaS platforms, while continually enhancing our service delivery as we scale.ABOUT THE ROLE: As the Head of IT, you will:Lead and cultivate a multidisciplinary team of engineers and service desk personnel, providing clear direction and promoting a culture of continuous improvement and operational excellence.Define and implement a cloud-native, SaaS-first workplace technology strategy that scales with the business and enhances employee productivity.Bring proven experience in managing similar IT functions, bolstered by a solid technical foundation and sound architectural judgment.Integrate Zero Trust security principles throughout workplace technology to safeguard company data and systems in a pragmatic, user-centric manner.Collaborate with senior stakeholders to identify business needs and translate them into reliable, secure, and efficient IT solutions.

Role Overview Playtech is hiring a Head of Engineering for its Bingo division in Sofia. This leader will guide a team of engineers focused on building and improving gaming products. The position shapes technical strategy, manages product development, and oversees the delivery of reliable, high-quality solutions for Bingo games. What You Will Do Set and steer the technical direction for the Bingo engineering team Oversee the full product development lifecycle, from planning to launch Ensure that all gaming solutions meet Playtech’s quality standards Work closely with cross-functional groups to align engineering efforts with business needs Promote a culture of continuous improvement and innovation within the team Who We’re Looking For Experienced engineering leader with a track record in technical strategy and product delivery Strong collaborator who can connect engineering with business objectives Committed to enhancing user experience and team growth

Atlean World is a dynamic HR SaaS consultancy dedicated to fostering multicultural environments in the workplace. Our expertise lies in multilingual markets, ensuring that the candidate recruitment process is both seamless and enjoyable.Your Next Job Awaits Without Boundaries!Join us in Sofia for an exciting opportunity as an Irish Support Experience Specialist.Why the Support Experience Specialist Role is Ideal for Your Growth:Live in Sofia and immerse yourself in diverse cultural experiences.Be the face of a global brand.Accelerate your career development.Your Daily Responsibilities Will Include:Undergoing specialized training for our product/service, you will:Address customer inquiries effectively.Guide customers to maximize their use of our product/service.Ensure a high quality of service in each interaction.

Role Overview At bunq, the Senior Experience Support Guide helps shape how users experience support. This role focuses on delivering quick, reliable, and thoughtful assistance, always aiming for real solutions rather than short-term fixes. By combining empathy with efficiency, the guide builds genuine trust with users. The position also involves improving support processes, making smart use of AI, and helping the team perform at its best. Main Responsibilities Deliver support that meets high standards for both speed and quality of resolution. Investigate issues thoroughly, looking for root causes and implementing lasting solutions. Continuously improve support operations by streamlining workflows and refining escalation paths, including the use of automation where it makes sense. Apply AI tools and analyze data to increase efficiency and anticipate user needs. Coach and mentor junior team members, sharing knowledge and raising overall team performance. Communicate complex topics in clear, reassuring language that matches bunq’s tone. Ensure every interaction demonstrates empathy, personal responsibility, and a strong commitment to excellent service. Location This position is based in Sofia, Bulgaria.

Global Head of Accounting Global Finance – Accounting Sofia, Bulgaria (Office-first) About SumUp At SumUp, we empower the everyday hero—those who embody passion, courage, and determination to realize their dreams. Our mission focuses on the small business owners who are at the heart of everything we do. We are dedicated to creating powerful and user-friendly financial solutions that enable them to thrive. With a founder’s mentality and a 'team-first' attitude, our diverse teams across Europe, South America, and the United States collaborate to support small business owners in pursuing their passions. Team Description In this pivotal role, you will lead our robust Global Accounting Operations team, consisting of 50 members across Brazil, Bulgaria, and Chile. Your responsibilities will encompass overseeing Record-to-Report, Procure-to-Pay, Order-to-Cash, and Financial Ledger processes within a dynamic, multi-entity fintech environment. You will be at the core of our global finance ecosystem, driving accounting excellence, ensuring operational consistency, and establishing scalable financial infrastructures across regions. Your influence will extend beyond transactional accounting management. You will harmonize regional structures into a unified global operating model, enhance leadership capabilities within local teams, and integrate automation and process rigor that enhances reporting accuracy, expedites closing timelines, improves decision-making quality, and ensures compliance with strict Internal Controls over Financial Reporting (ICFR). Reporting directly to the Vice President of Finance Operations, you will collaborate closely with Finance leaders, Treasury, Financial Planning & Analysis, Global Process Owners, Finance Systems Architect, and our exceptional in-house ERP [SAP] team to fortify governance, enhance internal controls, and develop a future-ready accounting function that propels SumUp's sustained growth. Discover our Sofia office: Sofia What You’ll Do Lead and cultivate Accounting Operations teams in Brazil, Bulgaria, and Chile by fostering strong leadership, capabilities, and clear performance standards. Standardize and optimize global Record-to-Report, Procure-to-Pay, Order-to-Cash, and Financial Ledger processes to enhance closing timelines, accuracy, governance, and scalability. Champion automation initiatives in collaboration with Global Process Owners, the Finance Systems Architect, and our in-house SAP team to minimize manual workloads and strengthen internal controls. Guarantee adherence to IFRS and local GAAP compliance while supervising month-end and quarter-end closings.

YOUR MISSIONAs the Head of Commercial for Bulgaria, you will be instrumental in shaping the growth, scalability, and overall success of our business in this vibrant market. You will take full ownership of the commercial vision, encompassing everything from establishing long-term strategies and defining commercial priorities to fostering robust partner ecosystems, developing high-performing teams, and ensuring sustainable, profitable growth.Your key responsibility involves building, enhancing, and expanding partnerships with local restaurants, elevating their visibility and performance on our platform, while guiding your teams to consistently meet ambitious sales and growth objectives in a fast-paced, competitive landscape.As a vital member of Glovo Bulgaria's leadership team, you will collaborate closely with local executives and headquarters to steer strategic initiatives, translate vision into actionable plans, and guarantee seamless alignment across various teams and departments.This senior leadership position is ideal for an individual who exhibits sharp commercial insight, exceptional people management skills, and the ability to navigate complex and ambiguous situations with agility and clarity. Beyond achieving results, you will lay the groundwork for long-term success in Bulgaria by nurturing talent, enhancing execution standards, and fostering trustworthy, enduring partnerships throughout the market.In this role, you will be tasked with constructing and nurturing restaurant partnerships, growing their numbers on our platform, and leading your team to achieve aggressive sales and growth targets.THE JOURNEYDefine and shape the long-term commercial strategy for Bulgaria, striking a balance between growth, profitability, and partner sustainability.Empower local teams to cultivate a robust and diverse partner portfolio, unlock new business avenues, and forge meaningful, long-lasting partnerships.Design and implement scalable commercial processes that support growth while maintaining quality, partner satisfaction, and regional backing.Lead your direct and indirect teams to excellence by recruiting top talent, setting high performance standards, and fostering continuous growth and development.Assist local commercial teams in reaching ambitious sales goals, while nurturing trusted and sustainable relationships with partners.Act as a hands-on leader during intricate negotiations, coaching and mentoring teams to successfully close strategic deals with key chains and accounts.Instill structure, clarity, and focus in daily commercial operations, collaborating closely with Commercial Managers to set objectives, prioritize initiatives, delegate responsibilities, and monitor performance.Work closely with HQ Commercial teams to define commission structures and ensure alignment with company goals.

Eightcap is an online trading provider headquartered in Melbourne, with offices in the UK, Cyprus, Bulgaria, and the Bahamas. The company delivers trading tools and professional insights to clients and partners around the world. Role overview The Customer Support Specialist (English) will be based in Sofia, Bulgaria. This position focuses on managing incoming client inquiries, assisting both new and existing clients, and helping to build strong client relationships. The team works to ensure each client receives timely, clear, and helpful support, aiming for a positive experience with every interaction. What you will do Respond to client inquiries and requests in English Support clients throughout their trading journey Provide accurate information and clear guidance Contribute to a positive client experience in every interaction Requirements Fluency in English Previous experience in customer support or a similar field Ability to work effectively in a busy environment Strong communication and relationship-building skills This role is located in Sofia, Bulgaria.

Role overview Brandwatch is looking for a Staff Software Engineer focused on Developer Experience (DevX). This position centers on strengthening the tools and workflows that help our engineering teams build and ship reliable products. The work directly supports a smoother, more effective developer environment across the company. Location This is a remote role based in Hungary or in Sofia, Bulgaria.

Role Overview Cision is looking for a Lead DevOps Engineer (Observability & Developer Experience) to guide two critical areas within our engineering organization. This remote position is open to candidates based in Hungary or Sofia, Bulgaria. This role focuses on supporting our observability platform and developer tools. The Lead DevOps Engineer will set technical direction for monitoring, logging, CI/CD, and automation, while remaining hands-on with engineering work. Collaboration with cross-functional teams is central, as is a commitment to continuous improvement and innovation across our systems. What You Will Do Lead and mentor a team of DevOps/SRE engineers working on observability (monitoring, logging, alerting) and developer experience (CI/CD pipelines, internal tools). Define the vision and roadmap for observability and developer productivity, aligning with business and engineering needs. Design, implement, and manage monitoring and logging infrastructure to provide clear visibility into system health and performance. Develop and maintain CI/CD pipelines and automation frameworks to support secure, rapid deployments and improve developer workflows. Work closely with engineering and product teams to deliver cross-functional initiatives that build reliability and efficiency into our services. Establish and share best practices for infrastructure management, incident response, and post-mortem analysis. Help define and implement AI tooling and standards, making scalable and secure AI solutions available to developers throughout the company. About Cision Cision supports individuals who want to make a real impact. We value every voice and welcome new ideas, believing that diverse perspectives drive our collective success. Our global team encourages curiosity, collaboration, and innovation, offering the chance to contribute meaningfully to the brands we serve. We aim to redefine communication and foster strong relationships. Whether solving complex problems or building new solutions, employee growth is a shared achievement. Join us as we shape the conversations of tomorrow.

At Cision, we are dedicated to empowering individuals to create meaningful impacts. Your voice matters here, your ideas are valued, and your unique perspective contributes to our collective success. As a member of our global team, you will flourish in a culture that promotes curiosity, collaboration, and innovation, all while making significant contributions to the brands we support. Join us in redefining communication and forging authentic connections that resonate. Whether you are tackling complex challenges or spearheading innovative initiatives, your growth is our achievement, and together, we’ll shape the conversations of the future. Empower your impact at Cision. Be seen, be understood, be you.

Atlean World is an innovative HR SaaS consultant dedicated to fostering multicultural environments as the new standard in the workplace. We excel in multilingual markets, ensuring a smooth and enjoyable candidate recruitment process.Your Next Opportunity Awaits!Join our team in Sofia as a Lithuanian Support Experience Specialist and enjoy a vibrant work atmosphere.Why this role is perfect for your growth:Experience the multicultural landscape of SofiaRepresent a leading global brand in the HR spaceTake advantage of fast-tracked career development opportunitiesYour daily responsibilities will include:Providing specialized training on our products/servicesAssisting customers with their inquiriesGuiding customers towards optimal use of our products/servicesEnsuring high-quality standards in each customer case

Join Playtech as a Customer Service Associate and become a vital part of our dynamic team in Sofia! In this role, you will be responsible for providing exceptional customer support, assisting clients with inquiries, and ensuring a high level of customer satisfaction. We are looking for enthusiastic individuals who can thrive in a fast-paced environment and are eager to contribute to the success of our company.

Atlean World is an innovative HR SaaS consultancy committed to fostering multicultural environments as the new standard in business. We excel in multilingual markets, ensuring that each candidate's recruitment experience is seamless and enjoyable.Your Next Job, Without Boundaries!Join us in Sofia for an exciting opportunity as a Slovak Customer Relationship Partner. Experience the benefits of a vibrant work culture and diverse interactions.Why the Customer Relationship Partner role is a remarkable opportunity for your growth:Live in Sofia and immerse yourself in a multicultural experience.Represent a prestigious global brand.Accelerate your career development within a dynamic environment.Daily Responsibilities:Undergo specialized training for our product/service, and you will:Assist customers with their inquiries.Guide clients in maximizing their use of our product/service.Ensure a high quality of service in all cases you handle.Qualifications for Success:Language Proficiency: Fluent in Slovak and B2 level in English.Technical Curiosity: Passion for the latest technological advancements.Customer Service Experience: Previous experience is advantageous.Exceptional Communication Skills.Empathetic Approach to Customer Interactions.Benefits:Welcome Bonus & Performance Bonus.Relocation Package Includes:Airport pickup.Flight tickets.Accommodation for up to 21 days in a hotel/apartment.300 BGN gross monthly accommodation allowance in addition to salary.Make it your Next Job Without Boundaries!

Role Overview Playtech is looking for a Customer Service Associate based in Sofia. This position serves as the first point of contact for customers, handling questions and offering support to ensure a positive experience with Playtech products. What You Will Do Respond to customer inquiries promptly and professionally Assist customers with issues related to Playtech products Work to resolve concerns and provide clear solutions Support a positive relationship between customers and the Playtech brand Location This role is based in Sofia.