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The people who know your business
A real team at BigArena that knows your business by name. There's always someone who answers, helps and keeps the connection with you through the whole process. Not automated tickets, not an outsourced call centre - real colleagues in Bulgaria and Slovakia.
Customer support as a real service
At many fulfillment companies customer support is automated and slow. With us customer support is a separate team with clear roles - onboarding new customers, day-to-day managers, operations coordination and problem solving. Every customer has a permanent manager who knows their business. The team stands behind the day-to-day work of our fulfillment service.
The team that works for you
Below are the main roles in the customer team. Each has a clear responsibility and a point of contact for our customers.
Head of Customer Support + Onboarding
Startup from 0 to first parcel. Online store integration, running the department and taking key decisions on processes. Guides you through the first 2-4 weeks to full production.
Customer Support Manager · Slovakia
Operations and strategy · Slovakia. Coordinating and solving day-to-day issues, plus strategic planning for every online store in Slovakia, Czechia, Poland, Austria.
Head of Customer Success
First line for every customer. Onboarding, day-to-day questions, escalations to operations. Owns overall customer satisfaction and the strategic relationship with BigArena.
Head of Warehouse Coordination
Warehouse · customer coordination. Campaign planning, on-time process execution and coordination between office and warehouse. A key role during seasonal peaks (Black Friday, Christmas).
The people who you'll see when you work with us
Beyond the Customer Success team, in day-to-day work you'll also meet two more people - your sales rep and the packing manager. Both are real people with real names and faces.
Why a dedicated team is better than a ticket system
Beyond our ticket system for formal enquiries, every customer has a permanent manager - a person who knows the business, the products and the history of the conversation. The result: a faster, more accurate reply.
One contact from start to finish
You don't get bounced from department to department. Your manager knows everything about you - range, target markets, seasonal peaks and specific requirements.
Real people, real answers
No automated bots. No copy-paste replies. A real person who understands the context and gives a specific answer.
Bulgarian, English, Slovak, Greek
Local languages for our customers. You don't have to find a translator to explain a problem in English.
Proactive, not just reactive
Your account manager calls you when they spot a problem - before you even see it. "I see stock on product X will run out in 5 days - are you planning a restock?"
Escalation process
If they can't solve it themselves, they escalate to the Operations Manager. If he can't - to the director. A clear vertical line, fast response.
Fast response
We aim to answer every question within 1 business hour.
Frequently asked questions about the team
The answers we give in consultations.
Will I have one single contact or will I write to many people?
One dedicated manager from the customer team. One email, one phone, one chat group. Your manager knows your whole business model. On holiday there's a backup who also knows you - you don't have to explain everything from scratch. We keep the conversation history.
What languages does the team reply in?
Bulgarian (main), English (fluent), Slovak (for our SK team), Greek (for GR/CY customers). For specific needs (German, Italian, Czech) we set up a partial arrangement with external translators.
Do you work outside standard hours?
We always work Sundays, and Saturdays depending on the workload. We run a second shift during the week, which extends the working hours (with a smaller headcount). During peak moments or planned campaigns we add a third shift and reach 24-hour operation through the week, along with extended hours on the weekends.
Can I visit the office and meet the team?
Of course - we organise office and warehouse visits for new and existing customers. It usually includes: a warehouse tour, a meeting with your manager and the operations team, a live BigArena demo.
Is there an SLA for answering questions?
Yes - we aim to answer every question within 1 business hour.
Ready to trust your logistics to a team that knows your business?
Book a consultation - we'll connect you with a manager who will look at your business and propose a solution.
Book a consultation →Get in touch with our team
Your account manager will walk you through the process.