We are AppGreat! We are a young and ambitious company like no other!

AppGreat is one of the fastest growing global IT companies, supporting the highest tech organizations in the world from three locations: Sofia, Bulgaria, Skopje, North Macedonia, and Bucharest, Romania.

We are walking with top talents and highly experienced management to ensure the world’s leading technology companies meet all the business challenges that the future holds.

WHY JOIN OUR DREAM TEAM?

The most important part of AppGreat is the team. From our founders to the last person, we are committed to creating a pleasant environment and a place where everybody feels like they belong.

We invest in them in any way we can, starting from the amazing atmosphere in the office, unique benefits and career growth opportunities.

We are looking for an experienced Implementation Support Manager to join our team of seasoned professionals. In this role you will be expected to play a key role in the overall customer experience process by being both a people and process manager. You will be responsible for the team management and the service delivery (live chat platform, mail, inbound and outbound calls), ensuring high quality in terms of both employee and customer satisfaction.

RESPONSIBILITIES: 

• Manage and grow a technical support team by ensuring regular monitoring, supervision, guidance, and feedback delivery;
• Build and maintain a productive working environment for both employees and customers;
• Ensure regular monitoring of the team performance, gap analysis, and improvement plans when and as needed;
• Add value to the client relationship by delivering a high level of customer service;
• Adhere to SLAs and KPIs in every aspect of the service delivery – response time, resolutions targets, etc;
• Maintain and enhance documentation, operational workflows, and reporting for improved accuracy and efficiency;
• Act as the primary liaison between the Implementation Support Team and other operational, product and R&D teams, facilitating clear communication and collaboration. 
• Provide insights, structured feedback, and proactive recommendations to internal teams based on operational findings;
• Maintain accurate records of customer interactions and solutions;
• Handle escalations and act as a next level support in solving more complex issues and cases when and as needed;
• Analyse customers’ needs and behaviour and suggest improvements of the customer care and support process;

REQUIREMENTS:

• 4+ years of customer support or service experience on a Team Manager/ Lead role;
• 3+ years of a previous work experience in managing technical support teams;
• Strong written and verbal communication skills in English;
• Proficiency in Excel/Google Sheets;
• Strong background, technical understanding and knowledge in HTML, CSS, and JavaScript to troubleshoot issues and/ or liaise effectively with the respective department;
• Ability to manage multiple tasks in a structured manner;
• Ability to drive and manage a high performing team;
• Ability to supervise and work in a detail-oriented, structured manner and follow established checklists and workflows;
• Highly organized, resourceful, and tech-oriented;
• Ability to effectively communicate and collaborate remotely across time zones and with teams, demonstrate proactive self-management, and maintain strong independent working habits.

OUR OFFER:

• Attractive remuneration package;
• Excellent career growth opportunities;
• Great office location – our office is just next to Paradise Mall in Sofia;
• 22 days annual leave, plus an additional day off on your birthday on the top of that;
• A generous social package that includes food vouchers, private medical insurance, sport membership card with a huge discount, Netflix or Spotify subscription, company events, and many others;
• Company treats such as fresh fruits and nuts, coffee, snacks, sweets and protein bars at the office;
• Comprehensive training and development programs;
• A great opportunity for you to be surrounded by happy and content people.