Customer Chat Support Agent (Portuguese & English) – Varna

About the role

Sutherland, a global CXM leader with operations in Bulgaria since 2008, is hiring a Customer Support Specialist fluent in Portuguese and English to work on site in Varna. You will be the first point of contact for customers, helping them via chat and email with professionalism and empathy. This is mainly a non-voice project, with occasional outbound callbacks if needed.

Key responsibilities

• Handle customer inquiries primarily via chat and email
• Document all customer interactions and cases 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 Portuguese (C1-C2) and good English (at least B2)
• Excellent written and verbal communication skills
• Detail-oriented, reliable and well organized
• Previous customer service or customer-facing experience is an advantage
• High school education or above

What we offer

• Permanent employment contract with a highly attractive salary
• Working hours Monday to Sunday, 13:00 to 22:00 on rotation, in the Varna office
• 21 days of paid annual leave
• Joining bonus of 500 EUR, international relocation package of 1,000 EUR with up to 21 days of accommodation, and a domestic relocation bonus of 500 EUR
• Health and life insurance, meal vouchers and employee recognition programs
• Onboarding and continuous training, clear career paths and a modern workplace with break areas