Customer Support Specialist (Non-Voice) - Spotify

Company: Sutherland
Location: Fully remote, work from anywhere in Bulgaria
Contract: Permanent

About Sutherland:
Sutherland is a global leader in leveraging Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics to drive digital transformation for iconic brands worldwide. We combine human expertise with AI to unlock new possibilities and deliver measurable results through a seamless "as a service" model.

The Role:
Join our team supporting Spotify users through email and chat channels only (no phone calls!). You will answer common "how-to" and FAQ-type questions, assist with account management and payment-related issues, and patiently guide users through troubleshooting steps. This is a non-voice support role focused on providing excellent customer experiences.

What You'll Do:

• Provide email and chat support to Spotify users.
• Answer common "how-to" and FAQ-type questions.
• Assist with account management and payment-related issues.
• Guide users through troubleshooting steps with patience and clarity.

Qualifications:

• Excellent Polish (C1) and English (C1) language proficiency.
• Valid EU work permit.
• Prior customer service experience is a plus.
• Strong written communication and problem-solving skills.
• A team player with a positive, can-do attitude.
• Comfortable explaining complex topics in a clear, simple manner.

What You'll Get:

• Permanent contract with long-term job security.
• Fully remote training and work from anywhere in Bulgaria.
• Additional health and life insurance.
• 21 days of paid annual leave.
• Food vouchers and a partially covered Multisport card.
• Performance bonuses.
• World-class training and career growth opportunities.
• Digital HR services and 24/7 psychological support.

Why Join Us?

• Fully digital onboarding and contract signing.
• Recognition and referral programs.
• Engaging employee events and wellness initiatives.
• Learning platforms and certification support.
• Exposure to global business and an inclusive, multicultural environment.

Keywords: Customer Support, Non-Voice, Email Support, Chat Support, Spotify, Sutherland, Remote, Bulgaria, C1 Polish, C1 English.