Customer Success Specialist (11:00-20:00 shift)

Say hello to opportunities.

If you’re looking to be part of what’s next in communication, you’re in the right place.

At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.

With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications

About the role

The Customer Service Specialist is the first point of contact for customers, resolving questions and issues by phone, email, and chat, and keeping them satisfied with every interaction. You will represent the company's voice, solve problems on the spot where possible, and pass complex cases to the right team with a clear handover.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

Key responsibilities

• Respond to customer enquiries by phone, email and cases.
• Diagnose and resolve issues with orders, accounts, or service use.
• Log every interaction accurately in the CRM or ticketing system, with clear notes and follow-up dates.
• Escalate complex or high-priority cases to specialist teams, and follow up until they are resolved.
• Handle complaints calmly, aiming to retain the customer and restore trust.
• Spot recurring problems and share trends with the team leader and product or operations teams.
• Keep up to date with products, policies, and procedures, and use the knowledge base to give consistent answers.
• Contribute to knowledge base articles and help improve support processes.
• Process refunds, returns, and account changes within your authority limits.
  

Requirements

• 1+ years of customer service, contact centre, or client-facing experience.
• Excellent written and spoken communication, with a clear and friendly tone.
• Strong problem-solving skills and the patience to work through difficult situations.
• Comfortable using CRM, ticketing, and chat tools, plus standard office software.
• Accurate typing and data entry, and good time management in a high-volume setting.
• Ability to work as part of a team and to take ownership of a case.
• Proficiency in English
  

Nice to have

• Experience in a sector such as SaaS, telecoms, retail, or financial services.
• Experience with a platform such as Zendesk, Salesforce Service Cloud, or Freshdesk.
• A second language.
• A customer service qualification or a relevant college or university course.

What we offer  

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• 102.26 EUR/200 BGN Digital Food Vouchers.
• 61.36 EUR/120 BGN Gross as part of the salary for Working Expenses Allowance.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

#LI-JW1