Music Streaming Platform Customer Expert with Italian and English (Remote within Bulgaria -No Calls)

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: 28 May 2026
Apply before: 28 Jun 2026
Experience level: Senior
Views / Applies: 22 / 8

About company

About Sutherland

Unlocking Possibilities, Transformative Outcomes, and Enduring Relationships

Outsourcing/Offshoring
1986

Actively Hiring

AI Summary

This is a remote customer expert role for a music streaming platform, supporting Italian and English-speaking users via email and chat (no calls). The position is based in Bulgaria and requires EU work authorization. Responsibilities include answering FAQ, troubleshooting, and assisting with account/payment issues. The company offers a permanent contract, health insurance, paid leave, and growth opportunities. Ideal candidates have strong written Italian (C1) and English (B2), customer service skills, and a positive attitude.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires bilingual proficiency and problem-solving, but tasks are routine and non-voice, making it moderately easy.

Salary Analysis

AI Insight The salary is not explicitly stated, but similar customer support roles in Bulgaria typically offer around $30,000 annually, which is competitive for the local market. The company also provides benefits like health insurance, paid leave, and training.

Key Skills

Italian English Customer Support Email Support Chat Support Troubleshooting Music Streaming Remote Work

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Music Streaming Platform Customer Expert position at Sutherland Bulgaria. With fluent Italian (C1) and English (B2) and a passion for delivering excellent customer service, I am confident I can provide top-notch email and chat support to users. My previous experience in customer service has honed my ability to troubleshoot issues and communicate complex information clearly.

I am particularly drawn to this role because of the opportunity to work remotely and support a leading music streaming platform. I thrive in fast-paced, multicultural environments and am eager to contribute to your team.

Thank you for considering my application. I look forward to the possibility of discussing how my skills align with your needs.

Sincerely,
[Your Name]

Possible Interview Questions

How would you handle a frustrated customer who cannot log into their account?

First, I would empathize with the customer and assure them I will help. Then, I would guide them through steps like resetting their password or checking their email. If the issue persists, I would escalate to the technical team while keeping the customer informed.

Describe a time you explained a complex process to a customer in simple terms.

In my previous role, I helped a customer set up a new device. I broke down the steps into simple instructions, used analogies, and checked for understanding at each step. The customer was able to complete the setup successfully.

Why do you want to work for a music streaming platform?

I am passionate about music and technology, and I enjoy helping people access and enjoy content. Working for a leading streaming service allows me to combine my interests with my customer service skills.

How do you prioritize tasks when handling multiple chats at once?

I assess urgency and complexity. For example, payment issues take priority over general inquiries. I use canned responses for common questions and keep customers updated on wait times.

What does excellent customer service mean to you?

Excellent customer service means resolving issues efficiently while making the customer feel valued. It involves active listening, clear communication, and going the extra mile to ensure satisfaction.

Company Description

Sutherland Bulgaria is looking for motivated International Customer Service Professionals to join our dynamic, multicultural Team If you want to become part of an exciting, positive, and truly international environment where you can develop yourself professionally, get closer and work for industry global leaders in a variety of sectors, then this is the right place for you. You will have the chance to meet new colleagues from all over the world, gain broader experience and improve your interpersonal skills throughout the process.

Job Description

It’s a leading music streaming service provider, with over 422 million monthly active users as of 2022. It offers digital copyright restricted recorded music and podcasts, including more than 82 million songs. As a freemium service, basic features are free with advertisements and limited control, while additional features, such as offline listening and commercial-free listening, are offered via paid subscriptions. The platform is currently available in 180+ countries.
You support will be with E-mail support and through a messaging system (non-voice support) – nо calls!

Qualifications

Excellent Written skills in Italian (C1)
Good Verbal & Written skills in English (B2 or above)
Valid work-permit to work in the EU
Previous Experience in Customer Service is a plus;
Communication skills and ability to maintain good relationship with customers, assisting them in finding the best solution;
Positive attitude and great interpersonal skills, with a “can do” attitude;
Ability to present complex information in a simple and understandable way;

Your Tasks
Providing Email and chat support for our clients;
Answering to ,,How to” and ,,FAQ” questions;
Assisting with account and payment-based questions and problems;
Providing assistance with troubleshooting.
Additional information

Additional Information

You will Get
Long-term job security with permanent contract;
Additional health insurance and life insurance;
21 days of paid annual leave
1.5h paid breaks per day;
Food vouchers;
Clear career path within the company;
Ability to work from home
Competitive salary; 
World-class on-the-job training;
MORE reasons to join our team
Fully digital employee services through eSignature; 
Employee assistance program, including 24/7 access to psychological support;
Employee discounts portal, featuring over 20 exclusive discounts; 
Employee referral program; 
Rewards and recognition program; 
Multisport card partially covered by the company; 
In-house learning and development portals with training options for Certification; 
Multiple events organized in the office for employee engagement as well as wellness initiatives; 
Gift for birth or adoption; 
Corporate social responsibility events and team buildings;
Exposure to global business knowhow.