AppGreat is one of the fastest growing global IT companies, supporting the highest tech organizations in the world with 6 offices: 1 in  Sofia, 1 in Skopje, 1 in Bucharest, 1 in Tel Aviv, 1 in Chisinau and 1 in Warsaw.

We are working with top talents and highly experienced management to ensure the world’s leading technology companies meet all the business challenges that the future holds.

We are AppGreat! We are a young and ambitious company like no other!

WHY JOIN OUR DREAM TEAM?

The most important part of AppGreat is the team. From our founders to the last person, we are committed to creating a pleasant environment and a place where everybody feels like they belong.

We invest in them in any way we can, starting from the amazing atmosphere in the office, unique benefits and career growth opportunities.

We are looking for a Product Support Team Lead to guide a dedicated team while seamlessly navigating complex B2B customer environments. In this role, you will combine hands-on troubleshooting with daily operational leadership—helping your team resolve complex product issues while maintaining high customer satisfaction and trust.

YOUR MISSION: 

• Lead, coach, and develop a team of Support Specialists to achieve operational and service excellence.
• Effectively manage the daily support operations, prioritize incoming issues and ensure a superior level of service to our customers and internal account teams.
• Monitor team performance through KPIs, quality reviews, and customer feedback, driving continuous improvement.
• Conduct onboarding, training, coaching, and performance reviews to strengthen team capabilities.
• Collaborate with the Technical Support Team Leader & Escalation Leader to improve troubleshooting skills, reduce escalations, and increase first-contact resolution.
• Ensure high-quality escalations by enforcing troubleshooting standards and proper information gathering.
• Identify recurring customer issues and drive process, knowledge base, and self-service improvements.
• Work closely with Product, Customer Success, and other stakeholders to ensure effective issue resolution and communication.
• Foster a customer-centric culture of ownership, accountability, and continuous learning.

WHAT YOU WILL BRING TO THE COMPANY:

• 3+ years of experience in Customer Support, Technical Support, or Service Operations.
• 1+ year of experience in a Team Lead, Senior Support Specialist, mentoring, or coaching role.
• Experience supporting global B2B customers.
• Experience working with ticketing systems such as Zendesk.
• Experience using CRM systems.
• Experience working with monitoring and logging tools.
• Hands-on leadership approach with the ability and willingness to actively participate in day-to-day support operations when needed.
• Excellent customer service and communication skills.
• Strong analytical thinking and problem-solving abilities.
• Ability to prioritize multiple tasks and make decisions under pressure.
• Strong ownership mindset and results-driven approach.
• Excellent verbal and written English skills.

NICE TO HAVE/ ADVANTAGE:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• Experience working in a shift-based global support environment.
• Experience driving process improvements and reducing support escalations.

OUR COMMITMENT TO YOU:

• Attractive remuneration package.
• Working style – Hybrid.
• Flexible Working Hours: We care about results, not when you clock in, depending on the team working schedule.
• Comprehensive Private Medical Insurance: Your health matters to us (UNIQA)
• Annual leave starts with 20 days up to 25 days (depending on the relevant experience).
• Plus an extra day off to celebrate your birthday 🎉.
• Multisport Card: Stay active with a subsidized membership, courtesy of AppGreat.
• Netflix or Spotify Subscription: Your choice, fully covered by us for your entertainment and relaxation.
• Monthly Food Vouchers.
• eMAG birthday gift voucher: A little extra something to celebrate your special day.
• Childbirth gift: A thoughtful gift to support and celebrate one of life’s most important moments.
• Office Snacks & Treats: Fresh fruits, nuts, coffee, sweets, and protein bars always stocked.
• Team Events & Offsites: Regular team buildings and company events to keep the good vibes going.
• Learning & Development: Access to training programs to boost your skills and career.
• Career Growth Opportunities: Grow with a fast-scaling, innovation-driven company.
• Supportive Culture: Work with a young, motivated, and close-knit team.
• Modern Office in Prime Location: Our office is right next to Paradise Mall in Sofia—easily accessible and surrounded by great spots .

We believe great work starts with great people. If this feels like the right place for you, we’d love to connect.

@AppGreat we appreciate every application we receive. Please note that only candidates selected for the next stage of the recruitment process will be contacted. If your profile matches the role, our Talent Acquisition team will reach out to you directly. 

Thank you for your interest in joining us, and we encourage you to stay connected through our LinkedIn and Career pages for future opportunities and insights from the IT market.