Adverity is looking for a Customer Support Team Lead to manage our Bulgaria-based support operations during LATAM business hours (17:00 – 01:00 Local Time). In this remote 'Player-Coach' role, you will balance people management with hands-on ticket resolution, serving as the senior technical authority on the night shift.
What You'll Do
- 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.
- Conduct regular ticket audits and 'live-coaching' sessions for team development.
- Actively own and resolve complex customer cases via email and video calls, deep-diving into product usage and technical integrations.
- Act as a solution partner for clients, analysing usage patterns to maximise product adoption through best practices guidance.
- Identify recurring trends during the night shift to refine help documentation and validate AI-powered support tools.
What We're Looking For
- 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.
Technical Stack
- API, ETL, SQL, Zendesk
Team & Environment
You will lead Bulgaria-based support operations.
Benefits & Compensation
- 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)
Work Mode
This is a remote position for candidates based in Bulgaria.
