Customer Support Specialist (Bulgarian and English)

About the role

Sutherland, a global CXM provider with a presence in Bulgaria since 2008, is looking for a Customer Support Specialist in Varna. You will be the first point of contact for customers, supporting them by phone, chat and email so that their questions are answered and their issues are resolved professionally.

Key responsibilities

• Respond to customer inquiries by chat, phone and email
• Document every interaction and case details accurately in the CRM system
• Follow communication procedures, guidelines and policies
• Escalate complex or sensitive cases to the right internal teams while keeping the customer informed
• Navigate multiple systems at once

Required profile

• Native-level Bulgarian (C2) and good command of English (B2)
• Excellent written and verbal communication skills
• Previous customer support or customer-facing experience is an advantage
• Willingness to work on shifts

Required skills

• Strong computer literacy and ability to use several systems and platforms
• Attention to detail and ability to follow processes and guidelines

What we offer

• Office work in Varna
• 21 days of paid annual leave
• Additional health and life insurance
• Meal and gift vouchers
• Employee recognition programs
• Individual training and clear career prospects with internal promotion
• A modern workplace with relaxation areas