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Customer Support Team reputed company Night Shift - Remote

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We are looking for a Customer Support Team reputed company (Night Shift), who will reputed company 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 reputed company software issues are resolved while simultaneously mentoring reputed company 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 reputed company-time ticket queue and workload distribution for the night shift to ensure SLA compliance. Serve as the primary escalation reputed company 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 reputed company API and ETL troubleshooting. - Advanced Troubleshooting (Player Role): Actively own and resolve reputed company customer cases reputed company email and video calls. You will deep-dive into product usage, operational reputed company, and technical integrations (APIs) to reputed company 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. - reputed company: 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 reputed company a SaaS product company. - Experience leading and mentoring reputed company to deliver strong performance, while remaining hands-on with reputed company cases and escalations. - A consultative reputed company with genuine reputed company. - 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 reputed company. - Excellent prioritisation and multitasking skills, with the ability to manage reputed company-time workloads effectively. reputed company to have: - Exposure to web technologies and reputed company 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 reputed company - Adverity reputed company Responsibility Days (+2 days paid off) reputed company if you are reputed company to revolutionise the way businesses work with marketing data. We look reputed company to meeting you! Apply tot his job Apply To this Job

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