Chat Support Specialist (German & English)

About the role

Sutherland, a global CXM provider with operations in Bulgaria since 2008, is looking for a Chat Support Specialist fluent in German and English in Varna. You will be the first point of contact for customers, helping them via chat and email with professionalism and empathy. This is primarily a non-voice project, with occasional outbound callbacks if needed.

Key responsibilities

• Handle customer inquiries mainly by chat and email
• Document every interaction and case accurately in the CRM system
• Follow communication guidelines and internal processes
• Escalate complex or sensitive cases to the right teams while keeping customers informed
• Work efficiently across several systems and applications at once

Required profile

• Native-level German (C1-C2) and good English (at least B2)
• Excellent written and verbal communication skills
• Previous customer service or customer-facing experience is an advantage
• High school education or above

Required skills

• Strong computer literacy and technical aptitude
• Detail-oriented, reliable and well organized

What we offer

• Permanent employment contract with a highly attractive salary
• Monday to Friday, 08:00-23:00, working from the Varna office
• 21 days of paid annual leave, meal vouchers and additional health and life insurance
• Onboarding, continuous training, employee recognition programs and clear career paths
• Modern workplace with break areas and relocation support for candidates coming from other cities