English-speaking Customer Care Agent (Night Shift)

As a Customer Care Agent at myPOS, you'll handle a variety of interactions: helping merchants get set up, explaining how a payment was processed, or seeing a more complex account issue through from start to finish. You'll be providing critical support during night hours when our international customers need assistance. Fast-moving, hands-on, and never the same night twice.

Responsibilities

Being the friendly, knowledgeable point of contact for English-speaking merchants and business owners – across chat, email, and phone; Taking ownership of customer issues from first contact through to resolution – following up and making sure nothing falls through the cracks; Helping customers understand their accounts, navigate our products, and get real value from the platform – in plain, clear English; Acting as the customer's advocate internally – working on their behalf with specialist teams across the business to get complex cases resolved faster; Explaining technical or financial topics – like payment flows, fees, or account status – in a way that's easy to understand and free of jargon; Sharing patterns and feedback from customer conversations with the wider team to help us keep improving

Requirements

Fluency in English, both written and spoken – clear, confident, and professional; At least 1–2 years of experience in a customer-facing role – a call centre, BPO, or support environment works well as a foundation; The ability to explain technical or financial concepts in plain, friendly language – you make the complex feel simple; A calm, composed approach when things get busy or complicated, and a genuine enjoyment of helping people; Comfort working with digital tools and systems, and a good eye for detail; Adaptability – myPOS moves fast, and you're someone who sees change as opportunity rather than disruption; Ability to thrive during night shift hours – you're a night person who can maintain energy, focus, and excellent customer service during evening and overnight hours

Nice to have

An interest in fintech, payments, or business technology; Experience with payment systems or POS solutions

Benefits

Vibrant international team operating in hi-tech environment; Annual salary reviews, promotions and performance bonuses; myPOS Academy for upskilling and training; Unlimited access to courses on LinkedIn Learning; Annual individual training and development budget; Refer a friend bonus; Teambuilding, social activities and networks on a multi-national level; Excellent compensation package; 25 days annual paid leave (+1 day per year up to 30); Full “Luxury” package health insurance including dental care and optical glasses; Meal vouchers of 102.26 EUR per month; Fully covered Multisport card; Fully covered public transport pass for Sofia; Free coffee, snacks and drinks at the office