Remote Customer Support Team Lead - Night Shift

Join our dynamic team as a Customer Support Team Lead for the Night Shift, overseeing our support operations in Bulgaria during LATAM business hours (17:00 – 01:00 Local Time). This is a unique opportunity for a 'Player-Coach' who will lead by example, managing a talented team while resolving complex technical issues directly. As the senior technical authority on your shift, you'll ensure that our software challenges are met with effective solutions while mentoring support agents to uphold exceptional service levels.This is a full-time night shift role, fully remote.Your Responsibilities Will Include:Operational Leadership: Oversee the ticket queue and workload distribution during the night shift to ensure compliance with SLAs. Act as the primary escalation contact for any technical roadblocks, closely collaborating with Engineering and Product teams.Team Development & Coaching: Engage in regular ticket audits and conduct 'live-coaching' sessions. You will guide agents in navigating complex API and ETL troubleshooting scenarios, fostering their professional growth.Advanced Troubleshooting: Take ownership of resolving intricate customer cases through email and video calls. Dive deep into product usage, operational issues, and technical integrations (APIs) to deliver personalized solutions.Consultative Partnership: Become a trusted solution partner for clients, analyzing usage patterns and advising them on best practices to enhance product adoption.Knowledge Management: Identify recurring challenges during the night shift to improve help documentation and verify the efficiency of AI-powered support tools.What We're Looking For:Proven experience in a 2nd line B2B support role within a SaaS environment.Demonstrated ability to lead and mentor a team while remaining hands-on with complex cases and escalations.A consultative approach coupled with genuine empathy for customers.Exceptional written and verbal communication skills, with an emphasis on building trust and rapport. Proficiency in English is essential.Familiarity with support ticketing systems like Zendesk.Strong prioritization and multitasking skills, enabling effective real-time workload management.Preferred Qualifications:Experience with web technologies and related stacks (API, ETL, SQL), with confidence in troubleshooting technical integrations.Prior exposure to ETL / data analytics platforms.Why You'll Love Working With Us:Flexible working hours and the option to work from home.Participation in our internal shares program (EDPP).Budget allocated for job-related training opportunities.Access to modern and stylish office spaces.Eco-friendly merchandise for all employees.

About the Role Dev.Pro is looking for a Senior Software Engineer / Team Lead to guide a cross-functional team focused on advancing a high-throughput payment orchestration platform. This remote position is based in Sofia, Sofia City Province, Bulgaria. What You Will Do Lead a delivery team, setting priorities and maintaining clear direction in partnership with client stakeholders. Combine hands-on software development with team leadership responsibilities. Drive the implementation of key features from concept through release. Clarify complex requirements and help the team navigate ambiguity. Foster open communication and collaboration within the team. About Dev.Pro Dev.Pro builds technology solutions used by millions worldwide. The company values diversity and inclusion, recognizing and supporting the unique strengths of every team member.

Job Summary:A leading global FinTech firm is seeking a skilled and results-oriented KYC Team Lead to become part of its expanding KYC department. In this pivotal role, you will oversee the KYC team’s operations, ensuring that due diligence processes are executed with accuracy, efficiency, and in full regulatory compliance. You will be instrumental in managing daily workflows, nurturing team development, and driving enhancements in both performance and processes. Furthermore, you will collaborate closely with cross-functional teams to mitigate risks during customer onboarding and contribute to the evolution of the company's KYC strategy.Key Responsibilities:Lead, mentor, and foster a high-performing team of KYC analysts, providing regular feedback and promoting a culture of continuous improvement and ownership of team success.Ensure adherence to regulatory standards, internal policies, and industry best practices across all KYC operations. Stay updated on regulatory changes and guide the team in adapting processes accordingly.Supervise the execution of KYC due diligence for both new and existing clients, ensuring compliance with all necessary checks.Continuously assess and refine KYC workflows and procedures to enhance operational efficiency and optimize the client onboarding experience.Analyze high-risk client profiles, including complex cases, and escalate to senior management as necessary. Implement robust risk mitigation strategies throughout the KYC process.Collaborate with internal stakeholders from Compliance, Risk, Legal, and Operations teams to ensure alignment and address concerns effectively.Prepare and present comprehensive reports on KYC activities, team performance, and key metrics. Assist in audits by providing accurate and timely documentation.

Role Overview ocadogroup is hiring an Accounts Receivable Team Lead in Sofia, Bulgaria. This role manages the accounts receivable process, focusing on prompt payment collection and accurate financial records. The position takes responsibility for guiding the team and supporting cash flow goals. What You Will Do Oversee daily accounts receivable operations Lead and support team members to meet targets Promote and implement process improvements Monitor payment collection and resolve issues as they arise Contribute to accurate and timely financial reporting

Join our dynamic team as an Office Coordinator Team Lead at evolution, where you will play a pivotal role in streamlining office operations and enhancing team productivity. Your expertise in office management will allow you to lead a dedicated team, ensuring that all administrative tasks are executed efficiently and effectively.In this position, you will be responsible for overseeing daily office functions, coordinating schedules, and ensuring that all team members have the necessary resources to succeed. Your leadership will be crucial in fostering a collaborative environment that encourages growth and innovation.

Job Summary:We are seeking a dynamic and experienced CRM Team Lead to join our innovative FinTech company. This role focuses on overseeing the CRM back-office team, effectively distributing and monitoring daily tasks, and ensuring the seamless execution of operational processes with precision and timeliness. The ideal candidate will possess prior experience in people management within a back-office setting, demonstrate exceptional organizational skills, and have a track record of maintaining high-quality standards in a fast-paced environment.Team Supervision & Task Management:Lead and mentor the CRM back-office team on a daily basis.Delegate tasks efficiently, monitor workload, and ensure the timely completion of assignments.Evaluate individual and team performance, ensuring compliance with internal processes and KPIs.Provide constructive feedback and ongoing support to team members.Assist in the onboarding and training of new hires.Guarantee the accurate execution of CRM and back-office processes.Oversee quality, consistency, and compliance of CRM-related activities.Identify operational challenges and suggest enhancements to workflows and procedures.Act as the primary escalation point for operational or team-related issues.Coordination & Reporting:Collaborate with various internal departments (Sales, Compliance, Payments, Customer Support).Clearly communicate priorities, updates, and changes to the team.

Join Mercier Consultancy MD in an exciting role as an Italian Speaking Customer Service Representative for a prominent FinTech company. This opportunity allows you to work remotely while enjoying the vibrant culture of Greece. If you are passionate about financial technologies and committed to providing exceptional customer support, this position is perfect for you. You will assist clients in Italian, offering guidance on various financial services and products.Key Responsibilities Handle customer inquiries regarding FinTech products and services, including account setup, transactions, and troubleshooting via phone, email, and chat in Italian. Provide clear and concise information about financial products, ensuring customers understand their features and benefits. Assist customers with account and transaction issues, ensuring prompt resolutions. Effectively resolve complaints and feedback, striving for high customer satisfaction. Document all customer interactions accurately in the CRM system. Collaborate with internal teams to enhance service delivery and overall customer experience. Stay updated on financial regulations, products, and industry trends to offer relevant support.

At Yotpo, we are pioneering the future of trust and loyalty in eCommerce. Our AI-powered Reviews and Loyalty solutions empower brands to transform casual browsers into loyal customers and passionate advocates. With deep integrations across the eCommerce ecosystem and trusted by over 30,000 global brands, Yotpo delivers seamless omnichannel experiences that enhance conversion rates, strengthen customer relationships, and foster sustainable, profitable growth.As we develop the next generation of Yotpo’s platform, we are also delving into how AI can enhance smarter, more personalized eCommerce experiences. If you are enthusiastic about utilizing AI technologies alongside modern engineering practices, this role offers a fantastic opportunity to make a significant and lasting impact.Our DevOps team is instrumental in ensuring our cloud infrastructure remains scalable, reliable, and secure. As a DevOps Team Lead, you will steer a high-performing, international team, optimize cloud infrastructure, and influence cross-functional projects that directly benefit our customers and all R&D teams.

Role Overview Sutherland is hiring a Bilingual Customer Support Specialist for a leading music streaming platform. This fully remote position is based in Sofia, Sofia City Province, Bulgaria. What You Will Do Support music streaming users in both French and English Assist customers with questions about the platform, subscriptions, and technical issues Engage with music fans worldwide, ensuring a positive experience Who We’re Looking For Fluent in French and English Comfortable working remotely Familiar with digital streaming services Enjoys helping others and solving problems

Join Mercier Consultancy MD as a German Speaking Customer Support Representative for a renowned Swiss telecommunications company. This exciting remote position offers an opportunity to build a rewarding career in customer service while enjoying the unique cultural experience of living in Greece. Your role will be pivotal in delivering exceptional support to our German-speaking clients, addressing their inquiries and ensuring their satisfaction.Key Responsibilities Provide outstanding customer service to German-speaking clients via phone, email, and live chat. Assist customers with questions regarding telecom services, billing, and account management. Resolve customer issues and complaints effectively, ensuring high levels of satisfaction. Document interactions and inquiries in our CRM system for efficient tracking and follow-up. Work collaboratively with other departments to manage complex inquiries and enhance the overall customer experience. Keep abreast of company products, services, and promotions to deliver accurate information to customers.

Role Overview Mercier Consultancy Group is hiring a Croatian Customer Support Representative focused on online media. This position is remote, based in Greece. The role centers on assisting clients in the online media sector. What We Offer Remote work from Greece Free accommodation provided About the Role Support Croatian-speaking clients with their online media needs. Help resolve issues and answer questions to ensure a positive experience for every client.

About UsAt Redis, we are the creators of the fastest applications that power the digital world. Whether you’ve checked the weather, made a purchase, or tracked your flight status today, our technology is behind it. Join us in transforming the future with rapid and seamless experiences. Are you ready to be part of this journey?Why You Will Love Working HereAs the Software Engineering Team Lead within our AI and Search department, you will play a pivotal role in guiding the direction of Redis' AI and Search innovations. Lead a passionate team that drives Redis' Search capabilities, including real-time full-text search, vector similarity, and cutting-edge retrieval mechanisms.This role is integral to our next-generation data platform, where performance, scalability, and creativity converge.Your ResponsibilitiesLead a high-performing engineering team while engaging hands-on in the design and implementation processes.Provide technical guidance in systems-level development using C, C++, and Rust.Enhance Redis’ AI and Search functionalities, focusing on vector search, hybrid retrieval, and semantic caching.Design, oversee, and continuously improve CI/CD workflows to ensure rapid and quality releases.Manage incident responses and customer interactions for production issues, ensuring quick resolutions and implementing process improvements.Collaborate effectively with Core, Cloud, Product, and Support teams.Establish engineering standards focused on performance, reliability, testing, and operational excellence.Recruit, mentor, and nurture engineers, promoting a culture of ownership and ongoing development.

Yotpo is at the forefront of redefining trust and loyalty in eCommerce. Our AI-driven Reviews and Loyalty solutions empower brands to convert casual browsers into dedicated customers and loyal advocates. With deep integrations across the eCommerce ecosystem and the confidence of over 30,000 global brands, Yotpo provides seamless omnichannel experiences that boost conversion rates, enhance customer relationships, and support sustainable, long-term growth.Our mission is to help brands transform first-time shoppers into lifelong customers through impactful reviews and loyalty initiatives. As we evolve the User-Generated Content (UGC) Product House into a scalable, self-service platform, enhancing our infrastructure is paramount. If you have a passion for technical leadership, engineering excellence, fostering talent, and driving modernization across diverse teams, this could be your ideal opportunity.Your Mission at Yotpo:We are looking for an R&D Team Lead to spearhead our technical modernization efforts, enhance the developer experience, and elevate the engineering quality within the UGC Product House. In this role, you will lead a dedicated engineering team, define the modernization roadmap, and collaborate closely with Experience Teams to ensure rapid, scalable, and reliable product value delivery.This position combines people leadership, architectural guidance, and hands-on technical involvement, working in close partnership with Yotpo’s Infrastructure teams and technical leadership to establish the future foundations of the UGC platform.Your Responsibilities:Modernization Roadmap & Planning: Define and communicate the modernization roadmap for the UGC Product House, ensuring clear prioritization and robust collaboration with engineering and product partners.Team Leadership & Coaching: Lead the Infrastructure Modernization Team, offering mentorship, promoting technical development, and fostering a high-performing engineering culture.Embedded Execution Model: Ensure the team integrates effectively with Experience Teams to implement modernization initiatives and maintain architectural consistency while facilitating knowledge transfer.Hands-on Technical Contribution: Actively engage in complex design and architectural tasks, proof of concepts (POCs), and infrastructure modernization through consistent hands-on execution.Engineering Standards & Best Practices: Define, promote, and enforce engineering standards across the Product House, enhancing quality in areas such as scalability, reliability, performance, and maintainability.

Join Cross Border Talents as a Customer Support Agent in Sofia, Bulgaria, and utilize your native Swedish language skills to assist our clients.About Our ClientTELUS International Europe is a frontrunner in the BPO sector in Bulgaria, employing nearly 50,000 individuals across 20 countries. We specialize in providing comprehensive contact center solutions, IT outsourcing, and innovative customer service support in over 50 languages for clients worldwide. Our client excels in multilingual player support, localization, and testing services tailored for the gaming industry.Key ResponsibilitiesAs a Customer Support Agent, your pivotal role will include: Engaging with customers through phone and email to address their inquiries Delivering accurate and comprehensive information to meet customer requests Understanding and evaluating customer needs to ensure satisfaction Qualifications Native or fluent Swedish speaker Proficient in English (B2 level) Team-oriented mindset Strong ability to foster trust with customers Preferred Skills Effective troubleshooting abilities and analytical thinking Excellent communication skills BenefitsOur client values its employees as their most important asset and is dedicated to attracting the most talented and driven individuals. Benefits include: Competitive salary significantly above the average Bulgarian wage Accommodation in a hotel or apartment arranged by the company Assistance in finding permanent housing Flight ticket reimbursement Meal vouchers and additional health coverage Complimentary transport for early and late shifts Access to facilities like a gym, yoga sessions, massage services, and corporate psychological support

Role overview Playtech is looking for a Customer Service Associate to join its 24/7 support team in Sofia. The role centers on providing responsive assistance to customers at any time of day or night. Associates handle questions and concerns through several communication channels, making sure customers receive timely and accurate support. What you will do Respond to customer inquiries quickly and with professionalism Communicate with customers through chat, email, and phone Resolve issues and offer clear, helpful information to maintain a positive experience Contribute to Playtech’s reputation for quality service in the gaming sector Location This position is based in Sofia and is part of a team that supports customers around the clock.

Join Mercier Consultancy in an exciting role as a Dutch Speaking Customer Support Specialist for our client's Household Appliances Company, located in Greece. This key position involves delivering exceptional support to our Dutch-speaking clientele, addressing queries related to a diverse range of household appliances.Your proficiency in Dutch will be essential as you assist customers with product details, order processing, and troubleshooting. Your dedication to providing top-notch customer service will significantly contribute to customer satisfaction and loyalty in this dynamic and expanding sector.Responsibilities Deliver exceptional customer service in Dutch via phone, email, and chat concerning household appliances. Assist customers with inquiries about products, availability, and order status. Effectively and professionally resolve customer complaints and technical problems. Accurately document all customer interactions in our CRM system. Collaborate with internal teams to ensure prompt order fulfillment and issue resolution. Collect customer feedback to guide improvements in our products and services. Stay updated on new products and trends within the household appliances industry.

Join Mercier Consultancy as a German Speaking Customer Service Representative for our esteemed client, a premier Cybersecurity Company located in Greece. In this dynamic role, you will provide top-tier support to German-speaking customers, assisting them with cybersecurity solutions and addressing their inquiries with professionalism and efficiency.Your proficiency in German will be crucial in delivering exceptional service, ensuring clients receive the highest quality support for their cybersecurity needs. You'll guide customers through product understanding, troubleshoot technical issues, and help them maintain peace of mind in an ever-evolving digital landscape.Key ResponsibilitiesProvide exceptional customer service in German through phone, email, and chat channels regarding cybersecurity products and services.Assist customers with inquiries related to products, account management, and technical support requests.Efficiently resolve customer issues and advocate for their needs within the organization.Accurately document all customer interactions in our CRM system.Collaborate with technical teams to devise solutions for complex challenges.Collect client feedback to enhance our services and cybersecurity offerings.Stay up-to-date with the latest trends and advancements in the cybersecurity field.

About 3E 3E is dedicated to building a safer and more sustainable world. With more than 35 years in the field, the company operates across North America, Europe, and Asia. 3E delivers regulatory insights and technology to over 5,000 clients, helping them navigate chemical, product, and supply chain compliance. The team combines domain expertise with AI-driven solutions to support faster, more reliable compliance outcomes. Role Overview The Senior Customer Support Specialist joins the Customer Experience team in Sofia, Bulgaria. This position focuses on complex software and customer challenges, not routine high-volume support. The role involves collaborating with Product, Engineering, and Customer Success teams to address intricate issues, analyze data and system behavior, and drive lasting solutions. Serving as a key connection between customers and internal teams, this specialist takes ownership of issues from investigation through resolution. The work includes troubleshooting, interpreting technical information, and ensuring customers get the most value from 3E’s configurable platform. What You Will Do Handle complex customer inquiries, taking responsibility from analysis through to resolution Work closely with Product, Engineering, and Customer Success teams to resolve issues and improve processes Troubleshoot software and system behavior, interpret data, and implement sustainable solutions Champion customer satisfaction and support workflow improvements, including the use of AI tools Balance multiple tasks and manage high-pressure situations with professionalism and empathy Contribute to a collaborative, knowledge-sharing team environment in Sofia What We Look For Technical curiosity and a willingness to explore system operations Strong communication skills, both written and verbal Ability to manage complex or challenging situations calmly and professionally Adaptability and openness to change Experience collaborating across departments to solve problems Interest in process optimization and learning new tools Team and Growth This role is part of a supportive, close-knit team based in Sofia. The position offers broad exposure to different business areas, making it a strong fit for those interested in developing skills in product development, systems, and process improvement.

Join Mercier Consultancy as a Dutch Speaking Customer Support Specialist for our esteemed Client's Digital Marketing Platform. In this vital position, you will be the first point of contact for our Dutch-speaking clientele, delivering outstanding support and guidance on our cutting-edge digital marketing solutions.Your proficiency in Dutch is crucial as you navigate clients through the platform's features, address their inquiries, and assist in troubleshooting issues. With your exceptional customer service skills, you will cultivate meaningful relationships and enhance the overall user experience on our platform.Key Responsibilities Provide exceptional customer service in Dutch via multiple channels, including phone, email, and chat. Assist clients with questions about platform functionalities, issue resolution, and account management. Offer technical support and guide users in effectively utilizing our digital marketing tools. Accurately document customer interactions in our CRM system. Work collaboratively with internal teams to ensure swift resolution of client issues. Collect and communicate customer feedback to drive continuous improvement. Stay informed about the latest trends in digital marketing and updates on our platform.

Join Mercier Consultancy MD as a French Customer Support Specialist and immerse yourself in a vibrant work culture in Sofia. This role comes with a fully funded relocation package, providing an excellent opportunity for dynamic French-speaking professionals eager to thrive in a fast-paced environment. You will play a pivotal role in delivering outstanding customer support to our French-speaking clientele, effectively addressing their inquiries and concerns.Key Responsibilities Deliver exceptional customer support to French-speaking clients via phone, email, and chat. Assist customers with inquiries, complaints, and technical challenges, ensuring quick and efficient resolutions. Accurately document and monitor customer interactions and feedback. Collaborate with internal teams to escalate and effectively resolve complex issues. Stay informed about product knowledge, company policies, and industry trends. Engage in continuous training to enhance skills and improve service delivery.