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!