Customer Support Specialist - Night Shift - Remote

Overview

We are looking for a Customer Support Specialist (Night Shift), who will lead our Bulgaria-based support operations during LATAM business hours (17:00 – 01:00 Local Time). You will act as a technical expert during your shift, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes.

In Short

• Lead Bulgaria-based support operations during LATAM business hours.
• Provide technical support and knowledge sharing.
• Resolve complex customer cases via email and video calls.
• Act as a solution partner for clients.
• Identify trends to refine help documentation.
• Previous experience in a 2nd line B2B support role.
• Outstanding communication skills in English.
• Experience with support ticketing systems like Zendesk.
• Excellent prioritisation and multitasking skills.
• Exposure to web technologies is a plus.

Requirements

• Previous experience in a 2nd line B2B support role within a SaaS product company.
• 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.

Benefits

• 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).