Technical Support Team Lead – Night Shifts

Sofia, Bulgaria

About us

Making coworking the way of working has been our goal from day one. We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge and connect you to like-minded professionals. Because of that, every day we strive to help our clients deliver better experiences to their customers, more power to their brand, and sustainable growth to their business. We are powering the workspace transformation through technology!

OfficeRnD is a SaaS platform helping our clients maximize productivity and improve members’ experience. We’re a high-growth international startup and since we started in 2015 we grew the team to 90+ people in 3 international offices and built a loyal customer base of over 1000+ spaces in 35 countries who love what we do.

About the role

As aΒ Technical Support Lead of the night shift teamΒ you would work closely with our Support Manager to ensure we are providing world-class service to our clients. Your focus would be onΒ supervising and leading the night shift team, and working with clients. You’ll handle escalations from customers, provide solutions to critical incidents and ensure the high quality and timeliness of our support service. As a leader on the team, you would monitor and support each member in their activities, provide guidance and training on improving services and skills, and create a culture of continuous improvement and learning.

Work hours

This is a night-shifts position with up to 4 night shifts a week. The duration of the shift is 8 hours (includes 1 hour break), starting varies between 7 PM and 11 PM.

In order to collaborate with our dayshift support, development and product teams, you would also cover up to 4 day shifts on a monthly basis.

Your first 2 – 4 weeks of training would be day-shift. Once you are comfortable with the product, and process, you will join the night shift team.

What you’ll do

  • Supervision and leadership of the support night-shift team.
  • Be accountable for monitoring team performance and support traffic during night hours.
  • Maintaining support KPIs to measure overall performance of the night team and provide foundation of continuous improvement.
  • Collaboration with the team manager in building team structure that aligns to the strategic development of the business.
  • Handle customer escalations and incidents to reduce customer churn.
  • Address customer queries over email, chat, and remote sessions in a timely and professional manner.
  • Identify, design and deliver training session based on the team’s need to support their growth.
  • Β Troubleshoot reported issues, work together with the software development team to isolate and confirm bug reports, and log them in the backlog.
  • Capture customer feedback and feature requests, communicating them clearly with the product management team, and add them to the backlog.
  • CollaborateΒ with members of different teams across the organization to exchange knowledge, provide valuable feedback, and direct the growth of our product and services.
  • Build solid relationship with ourΒ clients, anticipating their needs and proactively attending to their issues before they occur.

What you need to succeed:

  • Solid experience in customer facing roles in the software field.
  • Track record of outstanding performance in technical support, process improvement, and operational excellence.
  • Experience leading high-scale projects or leading/supervising a high performance team.
  • Ability to execute following SOP/SLA guidelines.
  • Experience with KPI management and reporting.
  • A broad technical curiosity with proven problem-solving and troubleshooting skills.
  • Extensive experience working with different operating systems including Windows, Mac OS, Android, and iOS platforms.
  • Experience with billing and payment softwares, CRM tools, and email domain.
  • Knowledge of HTML, CSS, and/or JavaScript is beneficial.
  • Strong communication skills with fluency in written and spoken English.
  • Proven customer-focused mindset.
  • Great time management skills.

What we offer in return:

  • Generous social benefits package (additional health insurance incl. dental, co-funded MultiSport card)
  • An extra day off for your birthday
  • 25 days off, after your first year with us
  • Taxi and food vouchers while you work from the office
  • Full remuneration of your first 3 days of sick leave
  • A one-time BGN 300 home-office bonus upon sign-in. This can go towards furnishing the home office better and more ergonomically, peripherals, stationary, coffee machine, etc.
  • A fantastic work hard/play hard start-up environment
  • Opportunity to work in Bulgaria’s top tech incubator/coworking space – Campus X
Sounds interesting? Hit the APPLY button or simply send us your CV at hc@officernd.com

Making flexible working the way of working

Making flexible working the way of working has always been our main goal.

We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before and connect you to like-minded professionals.

Because of that, every day we strive to help flexible workspaces – the champions of the future of work, deliver amazing experienceΒ to their customers, more power to their brand, and sustainable growth to their business.

  • 4

    Global Offices

  • 2000+

    Spaces Trust Us

  • $15M

    FundingΒ 

  • 100+

    Teammates

Miroslav Miroslavov

CEO & Co-founder

We build our tech and our team to help you run the world’s best workplace; delivering amazing experience to your customers, more power to your brand, and sustainable growth to your business.