Customer Support Expert – German & English – Varna, Office-Based

Join our modern office in Varna, centrally located and designed to foster teamwork, innovation, and personal growth! About Us For more than 37 years, Sutherland has been a global leader in Customer Experience Management (CXM). As a pioneer in automation and innovative customer solutions, we deliver exceptional service on behalf of our clients worldwide. With operations in 60 countries and a presence in Bulgaria since 2008, our diverse team of more than 2,000 professionals supports customers in 17 different languages from Sofia, Varna, Burgas, and remote locations. We also support candidates who wish to relocate to Varna from other cities for this position. After completing the two-month training and onboarding period, the role can be performed on a 4, 6, or 8-hour daily schedule. Your Next Exciting Career Opportunity As a Customer Support Specialist (German & English), you will play a key role in supporting our customers. You will be their first point of contact, assisting them via chat and email with professionalism, empathy, and a customer-focused approach. This is primarily a non-voice project, with occasional outbound callbacks if required. Your 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 Your Profile 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 Previous customer service or customer-facing experience is an advantage What We Offer Working hours: Monday–Friday 08.00-20.00pm Highly attractive salary and long-term job security with a permanent employment contract Work from our 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 A modern and comfortable working environment with cozy break areas Relocation support for candidates moving to Varna from other cities Apply Now! We look forward to receiving your application and welcoming you to our team