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Remote Customer Support Team Lead - Night Shift

adverityRemote — Sofia, Sofia City Province, Bulgaria
Remote Full-time

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Experience Level

Manager

Qualifications

To excel in this role, you should possess:Experience in a SaaS environment in a 2nd line B2B support role. Proven leadership and mentoring skills, with a hands-on approach to complex cases. An empathetic consultative mindset. Outstanding communication skills in English, both written and verbal. Proficiency in using support ticketing systems, such as Zendesk. Strong multitasking and prioritization abilities.

About the job

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 adverity

At Adverity, we are committed to enhancing data-driven decision-making processes for businesses around the globe. We pride ourselves on our innovative technology and dedicated team, which work tirelessly to provide outstanding customer support and ensure client success.

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