Excelsior Works

Customer Success Manager

• Lead and support Customer Support Agents based across Sofia and Quebec
• Own individual and team performance, development, and engagement
• Conduct regular 1:1s and coaching sessions
• Provide constructive feedback, recognise strong performance, and address performance issues
• Build an accountable and collaborative team culture across locations and time zones
• Monitor CSAT, quality, accessibility, productivity, and repeat-contact metrics
• Investigate performance trends and their underlying causes, and determine appropriate actions
• Use data, customer feedback, and observations to identify improvement opportunities
• Keep management informed with clear updates, context, and recommended actions
• Ensure Quebec-based remote team members receive equal context, communication, feedback, support, and development opportunities
• Develop understanding of the Quebec market, customers, recurring issues, and operational needs
• Identify market-specific gaps and process opportunities, resolve team-level issues, and involve relevant stakeholders when needed
• Follow issues through to resolution and help build processes as the Quebec operation grows
• Collaborate with Product, CRM, Payments, Risk, Training, Quality, Engineering, and other teams
• Share Support insights and feedback with stakeholders and follow up on cross-functional actions

Customer Success Team Lead

Frontend Engineer

• Build and maintain high-quality mobile and web applications using React Native and TypeScript
• Develop reusable, scalable components and contribute to frontend architecture as the product grows
• Build smooth, responsive and intuitive user experiences across different platforms and devices
• Implement and maintain state management using Redux, Redux Toolkit or similar solutions
• Integrate APIs and backend services into frontend applications
• Optimise application performance, responsiveness and overall user experience
• Write and maintain automated UI and application tests to ensure quality and reliability
• Work closely with Backend, Product and Design to turn requirements into polished product experiences
• Apply security, DevOps and engineering best practices throughout the development lifecycle
• Participate in code reviews, technical discussions and architectural decisions, helping improve engineering standards and ways of working
• Take end-to-end ownership of features from technical implementation through delivery and continuous improvement

Senior Frontend Engineer

Recruitment

• Manage end-to-end recruitment across Engineering, Product, Marketing, Operations and other functions
• Build strong partnerships with hiring managers and stakeholders throughout the hiring process
• Recruit across seniority levels from individual contributors to Managers, Heads of Department, VPs and C-level roles
• Develop sourcing strategies and build talent pipelines through direct sourcing, networking, referrals and creative approaches
• Balance multiple searches and priorities while maintaining quality and candidate experience
• Provide market knowledge and recruitment expertise to hiring managers and stakeholders
• Improve recruitment processes, tools and ways of working
• Bring new ideas and approaches and help build Talent Acquisition practices
• Work with the wider People & Culture team and business to support ExWo’s growth

Customer Success Team Lead

Senior Frontend Engineer

Senior Talent Acquisition Partner