Airline Customer Support Specialist with English (remote from Bulgaria)

Remote from: Bulgaria
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Entry-Level
Junior
Views / Applies: 50 / 8

About company

About Sutherland

Unlocking Possibilities, Transformative Outcomes, and Enduring Relationships

Outsourcing/Offshoring
1986

Actively Hiring

AI Summary

Sutherland Bulgaria is hiring a remote Airline Customer Support Specialist with fluent English to support a leading airline. The role involves providing customer service and solving problems for airline passengers. Candidates should have strong communication skills and a customer care orientation; experience with airline reservation software is a plus. The position offers a long-term contract, health insurance, and career growth opportunities. It is a full-time role with flexible 24/7 shifts, based remotely from Bulgaria.

Role DNA

Job Complexity

Easy Hard

AI Insight The role requires strong English skills and customer service aptitude, but no specialized technical expertise, making it moderately easy to enter.

Salary Analysis

AI Insight The salary for this role is not explicitly provided, but based on market data for remote customer support roles in Bulgaria, the estimated median is $22,000 annually. This is competitive for the local market, especially considering benefits like health insurance and food vouchers.

Key Skills

Customer Support English Airline Remote Work Problem Solving Communication Hospitality Reservation Systems Flexibility Attention to Detail

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Airline Customer Support Specialist position at Sutherland Bulgaria. With my fluent English and strong customer service background, I am confident in my ability to provide excellent support to airline passengers. I have experience handling inquiries and resolving issues efficiently, and I thrive in fast-paced environments.

I am particularly drawn to this role because of my passion for travel and aviation. I understand the importance of delivering a positive customer experience, especially in the airline industry. My problem-solving skills and attention to detail make me a great fit for this position.

I am comfortable working remotely and independently, and I am flexible with 24/7 shifts. I look forward to contributing to Sutherland's team and growing my career in the travel industry. Thank you for considering my application.

Sincerely,
[Your Name]

Possible Interview Questions

How would you handle a passenger who is upset about a delayed flight?

I would first listen empathetically to understand their frustration, then apologize sincerely for the inconvenience. I would explain the reason for the delay if known, and offer practical solutions such as rebooking, meal vouchers, or compensation per airline policy. Throughout the interaction, I would maintain a calm and professional tone to de-escalate the situation.

Describe a time you went above and beyond for a customer.

In my previous role, a customer needed urgent assistance with a booking error that prevented them from checking in. I stayed on the call beyond my shift, coordinated with the reservations team, and resolved the issue within 30 minutes. The customer was extremely grateful and left positive feedback.

How do you prioritize tasks when handling multiple customer inquiries simultaneously?

I assess each situation based on urgency and impact. For example, a passenger with a missed connection takes priority over a general inquiry about baggage allowance. I use system tools to queue requests and ensure no customer is left waiting too long. Clear communication and quick decision-making are key.

Why do you want to work in the airline industry?

I have always been passionate about travel and aviation. I enjoy helping people and solving problems, and the airline industry offers dynamic challenges. Working for a leading airline allows me to combine my customer service skills with my interest in travel, and I am excited about the opportunity to grow in this field.

How do you handle working night shifts or irregular hours?

I am flexible and understand that customer support requires 24/7 availability. I maintain a healthy routine by adjusting my sleep schedule and staying active. I have experience working in shift-based roles and can adapt easily to changing schedules.

Company Description

Sutherland is a global leader in Customer Experience Management. For over 37 years, we have been enhancing customer interactions through innovative solutions, automation, and AI-driven services. With 60,000+ employees worldwide, Sutherland has been in Bulgaria since 2008, operating from two offices in Sofia and Varna, providing customer service and technical support in 20 languages.

Job Description

Join Sutherland Bulgaria and Represent a Leading Airline!

Are you passionate about travel and aviation? Do you enjoy helping people and solving problems?
Sutherland is looking for Customer Support Specialists to join our team and support one of the world’s top airlines.

This is a great opportunity to work from home from Sofia or Varna, use your skills daily, and grow your career in the airline and travel industry.