Quality Assurance Sport VIP Team Lead

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you’ll be part of a place where ideas light up, and growth isn’t just a promise—it’s a journey. 

• Lead, mentor, and manage a team of VIP Sport Managers following the Sport Team direction.
• Monitor team KPIs, ensure adherence to service level agreements and drive consistent performance.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.

• Monitor, evaluate, and score customer interactions to ensure high standards in communication, product knowledge, and compliance.
• Identify training needs and collaborate with the Sport Department and Training Department to develop programs.
• Provide actionable feedback and support continuous improvement initiatives.

• Collaborate closely with Sport Team to resolve client issues and align on business priorities.
• Utilise data insights and feedback loops to improve processes, tools, and workflows.

• Ensure that Sport VIP clients receive personalised, efficient, and high-quality service.
• Support Sport Vip Manager on Handleing escalations and complex cases with discretion and professionalism.
• Monitor customer satisfaction scores (CSAT/NPS) and implement corrective actions.

• 1+ years of experience in a QA or Team Lead role within the iGaming or online betting industry.
• In-depth understanding of the VIP client journey and the sports betting lifecycle.
• Prior experience handling high-value clients in a fast-paced, multilingual environment.

We offer excellent benefits:

• Monthly food vouchers (200 BGN);
• 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;
• Birthday gift cards;
• Sports card (Multisport);
• Wedding and newborn gifts;
• Breakfast, Friday lunches, fruits, and snacks in the office;
• Team-building events and activities;
• Career growth opportunities;
• Sunny, spacious office.

Ready to shine? Let’s make it real.