Sr Manager, Support Operations (Customer Support)

TL;DR

Sr Manager, Support Operations (Customer Support Ops): Leading a global cross-functional organization responsible for claims, returns, and platform support services with an accent on operational efficiency and platform stability. Focus on driving continuous improvement through automation, managing global vendor performance, and overseeing reverse logistics.

Location: Hybrid (Sofia, Bulgaria)

Company

A leading technology company for the global information technology ecosystem, providing products and services from manufacturers and cloud providers to B2B experts.

What you will do

• Lead global support operations encompassing platform support, claims, returns, and vendor support.
• Ensure platform health through incident management and root cause analysis.
• Manage vendor performance against SLAs, SLOs, and contractual commitments.
• Drive operational transformation and strategic initiatives via automation and standardization.
• Partner with IT and Product teams to implement AI-driven workflows and self-service capabilities.
• Own end-to-end reverse logistics, improving cycle time and cost-to-serve.

Requirements

• 8+ years of experience in support operations, claims/returns, or technical operations leadership.
• Proven track record in managing reverse logistics and claims operations.
• Experience managing vendor relationships and third-party support providers.
• Experience leading global, matrixed teams.
• Strong understanding of cloud, APIs, and enterprise systems.
• Effective stakeholder management and program leadership skills.

Culture & Benefits

• Competitive compensation package with performance-based bonuses.
• Comprehensive health insurance and well-being program (Multisport card).
• Food vouchers and transport allowance.
• Additional paid leave based on tenure.
• Access to language training and online learning platforms.
• Hybrid working model with flexibility in a modern office environment.