Customer Support Team Lead Night Shift - Remote
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! Apply tot his job Apply To this Job