VIP Operations Officer

Sofia Stars is a fast-growing global service provider that guides high-growth businesses to success. Our range of tailored solutions includes R&D, Customer Support, Sales, KYC, Risk, and Anti-Fraud services. We make every connection shine with fresh tech and cultural understanding. We are looking for a strong VIP Operations Officer to take charge of our technical and process-driven routines. You will manage system access, configure team tools (Zendesk, Voiso, Humanity), compile business analytics in PowerBI, and automate workflows using Google Workspace. The ideal candidate is a blend of a process manager and a helpdesk specialist - someone who takes initiative, solves problems proactively, and communicates effectively across all organizational levels. 📍 Location: On-site (Sofia, Bulgaria) 🕒 Working Hours: Shift-based schedule covering Morning, Day, Evening, and Night shifts to support our 24/7 operations. Responsibilities: - Oversee and optimize daily operational activities within the VIP department. - Formulate, document, and refine operational processes and procedural workflows. - Address operational challenges and serve as the primary point of contact for departmental inquiries. - Facilitate the deployment of new systems, tools, and reporting frameworks. - Collaborate with cross-functional departments to ensure comprehensive support for VIP clientele. - Assist with reporting, business analytics, and key performance metric tracking using PowerBI, Google Workspace. - Identify and execute process improvement and workflow automation initiatives. - Coordinate with Information Security to ensure proper system access provisioning across all Back Office environments for applicable markets and projects. - Provide operational support to the VIP Department regarding platform inquiries, including Resolve system access issues, Humanity, Voiso, Novatalks, ZenDesk, NR2, Brands management and bulk assignment operations. - Establish Telegram, WhatsApp, Voiso - Design, maintain, and update operational workflows and Google Sheets documentation. - Assist VIP Account Managers and VIP Team Leads with operational inquiries and administrative requirements. - Execute operational directives as assigned by the Head of Operations. Qualifications: - Strong proficiency in Microsoft Excel / Google Workplace. - Exceptional attention to detail and accuracy. - Proactive initiative skills with a problem-solving mindset. - Excellent interpersonal and communication skills across all organizational levels. - Full professional proficiency in written and spoken English. - Demonstrated ability to develop scheduling plans aligned with organizational requirements. - Familiarity with Zendesk and Humanity enterprise applications is preferred. Our benefits: - Official employment and full medical insurance, including in-patient/out-patient care, maternity, dental, and annual health check-ups. - Starting from 20 paid leave days. - 6 additional days of sick leaves without document required. - Sport card 70% coverage (Multisport and/or CoolFit) - Food vouchers (102 EUR) - Career growth opportunities. - Great office location. Working Model: - This is an office-based position in Sofia, Bulgaria. Grow fast, shine globally! By submitting your application, you agree to our Privacy Policy.