| Job Title | Team Manager – Escalations |
| Contract Type | Temporary WAH (Work From Home) |
| Location | Sofia – Sofia City Province |
| Date Published | 02-04-2026 |
| Job ID | REF38722T |
| Company Name | Sutherland |
| Company Overview | Global digital transformation partner specializing in AI, Automation, Cloud Engineering, and Advanced Analytics |
| Role Objective | Manage team performance and service quality to ensure customer satisfaction and effective escalation handling |
| Key Responsibilities | Manage performance and service quality, maintain client and team communication, resolve escalations, develop data-driven strategies, identify training needs, understand system tools and processes, collaborate with stakeholders, ensure compliance and adherence |
| Data & Strategy | Analyze reports and observations to create strategies impacting business results |
| Training & Development | Identify skill gaps and provide training to equip team members |
| Operational Knowledge | Strong understanding of system tools and operational procedures |
| Stakeholder Collaboration | Work with stakeholders on promotions, updates, and operational changes |
| Process Compliance | Ensure compliance across team members, partners, and third-party providers |
| Education Requirement | Bachelor’s Degree (any discipline) |
| Experience Requirement | Minimum 6 months in Spotify Executive Support Team (T3, Guardians, Soprano) OR minimum 2 years in Spotify Support Staff roles (Team Leader, Quality Analyst) |
| Leadership Skills | Proven leadership, issue resolution, and improvement initiatives |
| Analytical Skills | Ability to interpret data, identify trends, and recommend improvements |
| Time Management | Ability to manage multiple schedules, meetings, and initiatives |
| Communication Skills | Strong verbal and written communication skills |
| Technical Skills | Proficient in MS Office applications |
| Compliance Statement | All information handled confidentially as per EEO guidelines |
