Help Desk & Operations Specialist

Who We Are

We are a Sofia based company and care about the city we live in. At Theoremus, we have a common vision that we want to share and live in cleaner, healthier, happier and better cities overall, and we know that to live this dream today means we have to combine skills, reason and passion in a bold, new way. We’ve gained expertise and are currently focused on two main areas:

• Mobility аnalytics & ticketing – We pride ourselves in developing Sofia’s public transportation ticketing system, and especially its online components, such as the QR tickets and the debit card payments. Furthermore, on top of that, we have developed its advanced analytics sub-system, which measures the behavioural patterns of public transit passengers, and aims to optimise for a frictionless experience. Our goal is to continuously enhance user experience and encourage people to limit the use of private vehicles, and thus improve urban mobility, traffic and air quality in the cities where your friends and family live.
• Smart waste management – Our know-how in the waste management sector has been disseminated into multiple projects throughout Bulgaria and Spain. We have developed big IoT systems consisting of thousands of sensors attached to trucks and containers. The aim of these systems is to deploy data science methods in order to optimise the circular economy lifecycle and make waste taxation fairer.

What we seek for:

• 2-3 years of technical support or operations experience – you’ve moved beyond the basics and know how to dig into problems independently and handle complex, multi-service environments.
• Previous experience with multi-service environments – comfortable working across databases, payment systems, and coordinating between different technical platforms.
• Financial operations comfort – experience with refunds, reconciliation, or handling money-related processes is valuable.
• Strong communication skills – you’ll be the bridge between complex tech and real people who need help daily.
• Mission-driven attitude – your work keeps cities moving. Literally. That’s pretty awesome.
• Curiosity – we’ll teach you everything, but you should enjoy working with databases, web interfaces, and tracing cause-and-effect relationships through systems.
• Creative problem-solving background – we’re looking for people who think outside the box, not those who follow scripts.
• Detective mindset – love solving puzzles? Some cases require sophisticated analysis and connecting dots across different systems to find the perfect solution.
• Learning enthusiasm – our tech stack is fascinating and you’ll become an expert in databases, APIs, payment systems, and more.
• Ownership energy – when you help resolve something (whether you fix it yourself or work with the team to get it fixed), you know people will have a better day because of you.

  That’s it. Curiosity and genuine care for impact make the perfect match!

What you’ll learn:

• Technical superpowers – master complex systems including databases, analytics dashboards, and how payment processors work.
• Detective skills – learn to trace problems through interconnected systems like a tech Sherlock Holmes.
• The art of client relationships – work directly with officials and help real people, seeing immediate impact of your work.
• How to own and evolve an entire business function – this could be your domain to shape and improve.
• Advanced troubleshooting across domains – learn to trace issues through transport validation, parking payment delays, corporate card loading.
• Financial operations mastery – become expert in refund processing, payment reconciliation, and credit management across multiple platforms.
• End-to-end process ownership – from system configuration and testing to complaint resolution and logistics coordination.

What you’ll do:

• Be the hero for thousands of daily commuters – solve real problems for real people trying to get to work, school, and home.
• Become a system detective – investigate user issues and data discrepancies using our comprehensive set of tools and databases.
• Shape how transport works – configure tariffs, manage corporate setups, and ensure the whole payment ecosystem runs smoothly.
• Build the knowledge base – document solutions and become the go-to expert for complex scenarios.
• Work with awesome developers – when you encounter issues that need technical escalation, you’ll collaborate directly with our dev team to provide context and ensure smooth resolution.
• Own something meaningful – gradually take charge of the entire support function.

What We Offer

• Competitive salary with growth opportunities as you take on more responsibility and become indispensable.
• Additional health insurance and Multisport card to keep you healthy.
• Public transport card – because we believe in sustainable mobility (and you’ll understand our product from the inside).
• A team that values learning, problem-solving, and having fun together.
• An amazing office in Sofia’s city center with a 360-degree panoramic view and a summer terrace for coffee, networking, and cake (we love cake).
• A mission that actually matters – your work will keep Sofia moving and help thousands of people get where they need to go.
• Your typical day: you’ll handle a mix of user inquiries, investigate data, and collaborate with our business and dev team. Support activity naturally peaks during commuting hours when Sofia is on the move, so you’ll have to structure your day around when the city needs you most.

How we’ll set you up for success:

• Structured onboarding – we’ll guide you through our systems over your first few weeks with hands-on training and mentorship from experienced colleagues.
• Clear expectations – we focus on customer satisfaction, solution accuracy, and your contributions to improving our processes. You’ll get regular feedback and coaching to help you grow.
• Flexible schedule – while support tends to be busiest during morning and evening commutes, you’ll have autonomy in organizing your day. On rare occasions when weekend or late coverage is needed, it’s balanced with home office options.
• Growth opportunities – as you master the systems, you’ll take on more complex challenges and potentially grow into senior support or operations roles.

What We Believe In

We don’t just provide support – we protect the systems that make cities smarter. Part of our values:

• Ownership over processes – You get responsibility, not micromanagement.
• Solutions over scripts – Think creatively, don’t just follow procedures.
• Care over speed – Fix it right the first time rather than rushing to close tickets.
• Learning over knowing – We’ll teach you our systems, you bring the curiosity.
• People and sustainability first – Tech should serve people, not create frustration.
• Collaboration over escalation – Try to solve it yourself first, but never hesitate to ask for help when needed.

That’s the short version. We know public transport never sleeps, but we also know that sustainable support comes from people who care.

How to Apply?

If this sounds like the kind of responsibility you’d love to own, let’s meet 🙂

Send us your CV and examples of times you’ve solved complex problems independently.

If you don’t meet all requirements but you’re excited about keeping Sofia moving, apply anyway – we care about potential and attitude, not just experience!