Product Support Consultant - Night Shift

We are looking for a Product Support Consultant for our Night Shifts who will be the go-to expert for international clients using our SaaS platform. Your objective is not only to solve product-related issues with expertise in a timely and accurate manner, but also to strategically guide our customers to ensure they achieve their business goals and realise the full value of Adverity.

This is a full-time position where you can work remotely in Bulgaria or join our colleagues in our co-working space in Sofia.

You will rotate within the team to provide round-the-clock service for our international customers working three weeks of early-night shifts starting from 5pm - 2am (with a one hour break) and once a month take over a week of night shifts from 1am - 10am.

Some of the things you’ll work on:

• Act as the primary contact for clients on Adverity's product usage and operational issues.
• Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value.
• Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress.
• Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs.
• Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions.
• Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends.
• Create and deliver enablement content to educate clients on platform usage.

We’re excited if you have:

• Previous experience in a 1st or 2nd line B2B support role for a SaaS Product Company
• A consultative mindset with genuine empathy and emotional intelligence.
• Exposure to web technologies and related stacks (API, ETL, SQL).
• A strong drive to learn and discover new technologies.
• Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in English is needed. Any additional languages (e.g., German) are a plus.
• Experience with support ticketing systems like Zendesk is preferred.
• Friendly, approachable personality with excellent prioritisation and multitasking skills.

Why you’ll love it here:

• Internal shares program (EDPP) 
• Ergonomic workspace and cutting edge technology
• 25 days annual leave (excluding Bulgarian public holidays)
• Regular team events (also remote)
• Modern and stylish office in Sofia, BG and Katowice, PL
• Sustainable merch for all employees
• Adverity Social Responsibility Days (+2 days paid off)

Are you ready to apply? 

Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to receiving your application!