Customer Support Expert

Responsibilities

• Handle customer inquiries primarily via chat and email
• Accurately document all customer interactions and cases in the CRM system
• Follow communication guidelines and internal processes
• Escalate complex or sensitive cases to the appropriate teams while maintaining communication with customers
• Work efficiently across multiple systems and applications simultaneously

Requirements

• Native-level German (C1–C2) and good English skills (minimum B2)
• Excellent written and verbal communication skills
• Strong computer literacy and technical aptitude
• Detail-oriented, reliable, and well-organized

Preferred Qualifications

• Previous customer service or customer-facing experience is an advantage

Benefits

• Permanent employment contract with long-term job security
• Work from Sutherland's modern office in Varna
• 21 days of paid annual leave
• Additional health and life insurance
• Meal vouchers
• Employee recognition programs
• Comprehensive onboarding and continuous training
• Clear career paths and internal growth opportunities
• Relocation support for candidates moving to Varna from other cities

About the Company

Sutherland is a global leader in Customer Experience Management with over 37 years of experience. The company operates in 60 countries and has maintained a presence in Bulgaria since 2008, employing a diverse team of more than 2,000 professionals who support customers in 17 different languages from Sofia, Varna, Burgas, and remote locations.