Customer Support Specialist I

Own the daily delivery and quality of time-sensitive media intelligence digests for client accounts in Bulgaria. The role requires at least one year of customer support or operational workflow experience, strong attention to detail, deadline management, and cross-functional collaboration.

About the job

Responsibilities

Own the daily execution and delivery of Media Intelligence Digests across a portfolio of client accounts.
Review and deliver client digests while meeting delivery deadlines and service-level expectations.
Perform detailed quality assurance reviews to ensure digests are accurate, complete, and aligned with client expectations.
Monitor client review windows, coordinate revisions, and complete requested changes quickly and accurately.
Troubleshoot delivery issues, identify root causes, and escalate operational or technical issues when appropriate.
Develop expertise in account-specific requirements, preferences, and recurring workflows.
Partner with Editorial, Customer Success, Customer Support, Onboarding, Product, and Engineering teams to resolve issues and improve the client experience.
Improve workflows, documentation, and operational processes to increase quality, consistency, and scalability.
Support onboarding of new digest accounts and document best practices.

Requirements

1+ year of experience supporting time-sensitive operational workflows in customer support, operations, editorial operations, media operations, or a similar environment.
Experience managing multiple concurrent priorities while meeting deadlines.
Exceptional attention to detail and a strong quality assurance mindset.
Excellent written communication skills for clear, professional client and internal communication.
Strong organizational and time management skills.
Experience working directly with customers or customer-facing deliverables.
Ability to work independently, exercise sound judgment, and make informed decisions within established processes.
Strong problem-solving skills and the ability to remain calm under tight deadlines.
Experience following documented procedures while identifying opportunities for improvement.

Nice-to-haves

Experience supporting SaaS products or subscription-based services.
Experience in media monitoring, media intelligence, journalism, publishing, or editorial environments.
Experience with editorial review or quality assurance.
Familiarity with CRM systems, ticketing platforms, or workflow management tools.
Experience documenting operational procedures and process improvements.
Experience working with globally distributed teams.
Experience managing multiple client accounts with recurring delivery schedules.
Experience proactively using AI tools to improve productivity and delivery.

Compensation and Benefits

Gross monthly salary of approximately €1,700–€1,900, equivalent to €20,400–€22,800 annually.
Fully remote work setup.
Home office stipend, phone and internet reimbursement, and coworking membership.
Virtual and in-person team bonding activities.
Annual reviews, bonus or commission structure, retirement contributions, equity opportunities, and comprehensive health and wellness benefits.
Working hours aligned to North American morning operations: 12:00 PM–8:00 PM Bulgaria time.
Up to 10% travel for team collaboration, customer engagements, and company events.

Skills

Quality Assurance, Customer Support, SaaS, Crm Systems, Ticketing Systems, Workflow Management, Media Monitoring, Editorial Review, Process Improvement, AI Tools