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.

❗️Please note that this role is office based for Sofia, Bulgaria (51, Blv. „Cherni Vrah“, Office „X“).

❗️If you need to be relocated, we take care of the process.

Technical Account Lead is a mature person with a high sense of ownership and good stakeholder management skills, a person who can work autonomously with a minimum level of direction, a person who enjoys contributing to improving the company's efficiency and making a difference.

Background in technical account/team management, operations, process improvement, and various leadership roles.

✅ Key Responsibilities:

✔️ People management

Recruit, onboard, and train new Technical Account Managers to meet evolving business needs.
Provide regular coaching and mentorship to TAMs, supporting growth in both technical depth and customer relationship skills.
Conduct performance reviews, set individual KPIs, and align goals with broader team OKRs.
Define and monitor workload distribution, ensuring balanced resource planning.
Promote accountability and ownership within the team for post-go-live provider success and issue resolution.
Foster a collaborative, solution-oriented culture, balancing urgency with long-term strategic thinking.

✔️ Account & Partnership Management

Maintain strong relationships with internal and external stakeholders.
Support post-live provider interactions to ensure long-term satisfaction and stability.
Identify provider pain points and proactively drive improvements or solutions.
Own the post-integration onboarding and enablement journey for partners.
Coach TAMs on managing complex or sensitive partner relationships.
Represent the TAM team in commercial or partner-facing conversations requiring technical insight.
Promote a customer-centric mindset across all operational work.

✔️ Technical Operations & Delivery Management

Own the TAM team backlog and priority setting in coordination with Integration Lead, Product, Delivery and Engineering.
Define and enforce clear processes for incident response, feature implementation, and market entries.
Manage internal and external deadlines related to technical partner operations.
Escalate and resolve bottlenecks with well-articulated impact statements.
Develop and maintain workflows that prioritize incoming requests based on business value and urgency.

✔️ Stakeholder Management

Serve as the key point of escalation for critical issues raised by providers or TAMs.
Build trusted relationships with internal departments (Product, QA, Engineering, Casino Operations).
Communicate status, risks, and dependencies clearly to both technical and non-technical audiences.
Lead regular syncs with Product and Delivery teams to align roadmaps and expectations.
Advocate for TAM team needs during cross-functional planning and resourcing discussions.
Manage expectations across conflicting priorities and complex delivery timelines.
Own reporting cadence and visibility into partner performance, risk, and satisfaction metrics.

✔️ Technical awareness

Demonstrate working knowledge of common web technologies (e.g., REST APIs, HTTP, authentication).
Understand API-based integration and callback mechanisms.
Interpret technical documentation and support troubleshooting at a configuration/API level.
Collaborate effectively with Engineering and Product teams to define and review technical requirements.

✔️ Operational Excellence

Define and improve processes for onboarding, support escalation, and provider lifecycle management.
Implement or optimize tooling for credential management, ticketing, and partner monitoring.
Create dashboards or reports to give visibility into TAM performance, support loads, and partner status.
Partner with Product/Engineering to automate low-value tasks (e.g., credential creation, config updates).

✅ Why Sofia Stars?

✔️Official employment and full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);

✔️Competitive salary and attractive bonus scheme;

✔️Working in a dynamic International company;

✔️Birthday celebration present;

✔️Ability for career and professional growth within the company;

✔️Sportscard (Multisport) – partly covered & team-building events and activities;

✔️Sunny, spacious office;

✔️Wedding and newborn gifts;

✔️Breakfast, food vouchers, fruits, and snacks available in the office.

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