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.

As a Customer Support Specialist (Portuguese & 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.

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

Native-level Portuguese (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

Highschool education or above