Job Description
We are looking for a Customer Support Team Lead (Night Shift), who will lead our Bulgaria-based support operations during LATAM business hours (17:00 – 01:00 Local Time). This is a “Player-Coach” role where you will balance people management with active, hands-on ticket resolution and leading by example. You will serve as the senior technical authority on your shift, ensuring that complex software issues are resolved while simultaneously mentoring a team of support agents to maintain service level.
This is a full-time night shift position based remotely in Bulgaria.
Some of the things you’ll work on:
- Operational Leadership: Manage the real-time ticket queue and workload distribution for the night shift to ensure SLA compliance. Serve as the primary escalation point for technical blockers, coordinating with Engineering and Product teams.
- Team Development & Coaching: Conduct regular ticket audits and “live-coaching” sessions. You will be responsible for the professional growth of your agents, helping them navigate complex API and ETL troubleshooting.
- Advanced Troubleshooting (Player Role): Actively own and resolve complex customer cases via email and video calls. You will deep-dive into product usage, operational matters, and technical integrations (APIs) to provide tailored solutions.
- Consultative Partnership: Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices.
- Knowledge Management: Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools.
We’re excited if you have:
- Previous experience in a 2nd line B2B support role within a SaaS product company.
- Experience leading and mentoring a team to deliver strong performance, while remaining hands-on with complex cases and escalations.
- A consultative mindset with genuine empathy.
- Outstanding written and verbal communication skills, with the ability to build trust and rapport. Strong proficiency in English is required.
- Experience with support ticketing systems such as Zendesk.
- Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively.
Nice to have:
- Exposure to web technologies and related stacks (API, ETL, SQL), with confidence troubleshooting technical integrations.
- Experience with ETL / data analytics platforms.
Why you’ll love it here:
- Flexible working hours and home-office
- Internal shares program (EDPP)
- Budget for job relevant training
- Modern and stylish offices
- Sustainable merch for all employees
- Adverity Social Responsibility Days (+2 days paid off)
Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!
