Customer Support Specialist
Join Shkolo and Help Make School Life Easier for Everyone
At Shkolo, we’re on a mission to simplify and improve the daily life of schools across Bulgaria. As part of our Customer Support team, you will be the friendly, knowledgeable voice that helps teachers, school staff, parents, and students get the most out of our platform.
If you love helping people, enjoy solving problems, and feel comfortable in the world of digital tools, this role is a great fit for you.
The Role
We are looking for a Customer Support Specialist to deliver high-quality support for users of Shkolo’s digital solutions.
This role is focused on ensuring a smooth and effective experience for school staff, teachers, parents, and students by providing timely assistance with functional and operational queries. You will play a key role in supporting users, resolving issues, and contributing to continuous service improvement.
Your work will directly impact how smoothly Bulgarian schools operate.
Every day, you’ll help real people solve real problems — and you’ll be part of a team that values collaboration, kindness, and growth.
What You’ll Be Doing
Respond to phone and written enquiries from school staff, administrators, teachers, parents, and students.
Diagnose issues, provide accurate guidance, and deliver effective solutions.
Log, categorise, and manage support tickets.
Escalate complex issues where required and monitor progress through to resolution.
Maintain up-to-date knowledge of system features and updates.
Support users with accurate guidance across all core modules.
Contribute to user guides and help materials.
Identify recurring issues and suggest improvements.
Work closely with colleagues across technical, product, and training teams.
Share insights on trends, user needs, and common challenges.
What we’re looking for
Excellent written and verbal communication skills.
Strong digital literacy and confidence using online platforms.
Logical problem-solving skills and attention to detail.
Ability to manage workload effectively and prioritise tasks.
A collaborative approach with the ability to work independently.
A proactive mindset with a focus on continuous improvement.
Personal Attributes:
Patient, empathetic, and user-focused.
Reliable, organised, and accountable.
Adaptable and willing to learn in a fast-paced environment.
What You’ll Bring to the Team
A genuine desire to help others
Curiosity and quick learning when exploring new functionalities
A positive attitude, especially during challenging moments
Readiness to contribute ideas that improve our processes and user experience
Why join us?
This is an opportunity to be part of a collaborative and dynamic team, supporting a platform that makes a real difference in the education sector. You will gain exposure to a wide range of users, develop your technical and customer support expertise, and contribute to the ongoing improvement of our services.
- Department
- Customer Support
- Role
- Customer Service Organizer
- Locations
- Sofia
- Remote status
- Hybrid
- Employment type
- Full-time
About Shkolo
With over 1,700 schools and more than 1 million users, Shkolo is Bulgaria's leading Management Information System (MIS) provider.
Now a proud member of the Juniper Education group, Shkolo is expanding its products to over 16,000 schools worldwide.
At Shkolo, we are revolutionizing education by leveraging cloud-based technology to enhance school efficiency, reduce teacher workload, and improve student outcomes.
Our passionate team is dedicated to making a meaningful and lasting impact on education at every level.