Customer Service Agent - Chat

Responsibilities

• Provide customer support for Spotify users exclusively through chat-based interactions (no calls)
• Handle up to 4 simultaneous asynchronous chats with efficiency and accuracy
• Assist customers with accounts, subscriptions, billing, and basic technical issues
• Deliver clear, friendly, and empathetic written communication aligned with brand tone
• Meet performance metrics such as response time, resolution, and customer satisfaction
• Document interactions properly and follow internal processes and guidelines
• Attend the office once per month as scheduled under the hybrid model

Requirements

• High school diploma or equivalent
• Advanced English (B2+ or higher) with strong written communication skills
• Previous experience in customer service (chat or written support preferred)
• Excellent grammar, spelling, and attention to detail
• Ability to multitask and manage multiple chats simultaneously
• Strong problem-solving and critical thinking skills
• Customer-focused mindset with empathy and professionalism
• Basic computer skills and ability to navigate multiple systems and tools
• Availability to work rotational shifts and attend on-site once per month
• Ability to adapt to a fast-paced, performance-driven environment

About the Company

Sutherland is a global leader specializing in AI, automation, cloud engineering, and advanced analytics to drive digital transformation and provide scalable business solutions for top-tier brands worldwide.