About this role.
This remote customer support role is with Sutherland Bulgaria, supporting a leading music streaming platform. The position focuses on non-voice assistance through email and messaging systems, requiring fluency in both Italian and English. Based within Bulgaria, the job offers a fixed schedule, work-from-home setup, and comprehensive benefits. It is ideal for detail-oriented, fast typists who are passionate about helping music lovers globally.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
3/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Music Streaming Platform Customer Expert position at Sutherland. With excellent Italian and English skills and a genuine passion for music, I am confident in my ability to deliver outstanding written support to customers. My fast typing skills and attention to detail allow me to resolve queries efficiently through email and messaging systems. I am eager to contribute to your multicultural team and grow professionally within a global organization. Thank you for considering my application.
Sample interview questions
I would first empathize with the customer and apologize for the inconvenience. Then, I would carefully review their account details, identify the root cause of the issue, and provide a clear step-by-step solution. Throughout the interaction, I would maintain a calm and professional tone, ensuring the customer feels heard and supported. If the issue requires escalation, I would coordinate with the appropriate team and follow up with the customer to confirm resolution.
In a previous support role, a customer struggled with setting up a device. I broke down the steps into simple, easy-to-follow instructions with analogies that made the process relatable. I also sent a written summary and checked back to ensure they successfully completed the setup. This approach reduced confusion and increased customer satisfaction.
I maintain a structured daily routine with dedicated workspaces and regular breaks. I use task lists to track my activities and prioritize customer inquiries based on urgency. I also stay connected with my team through messaging tools to collaborate and share best practices, which keeps me engaged and accountable.
I genuinely love music and use streaming services daily, so I understand the importance of seamless user experience. This passion helps me connect with customers who share the same interest, making interactions more empathetic and relatable. I am also familiar with the platform's features, which allows me to provide faster and more accurate solutions.
I prioritize inquiries based on severity and use templates for common issues while personalizing each response. I also practice efficient time management and avoid multitasking on complex cases to maintain accuracy. If the workload becomes overwhelming, I communicate with my supervisor to adjust priorities or seek temporary support.
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) – no calls!
Qualifications
What We’re Looking For:
✅ Excellent level Italian and English skills (written and verbal)
✅ Fast and accurate typing skills
✅ Strong attention to detail
✅ Ability to explain solutions clearly and professionally
✅ Customer-focused attitude and problem-solving mindset
✅ Previous customer support experience is an advantage
✅ Valid EU work permit
Additional Information
Working Hours:
🏠 Work from home within Bulgaria
⏰ 8-hour shifts, 5 days per week
🔄 Fixed schedule — no shift rotation
📅 Schedule: Monday to Sunday, between 07:00 and 20:00
What We Offer:
💰 Fixed base salary
🎯 Performance-based bonuses
🏠 Work from home opportunity within Bulgaria
🎓 Fully paid training to help you succeed from day one
🍽️ Food vouchers
🏥 Additional health insurance
🏋️ Multisport card
💙 Employee Assistance Program for your wellbeing
🎁 Referral bonus program
📚 Access to internal learning platforms and continuous development opportunities
🚀 Career growth opportunities within a global organization
If you are a fast typist, detail-oriented, and passionate about helping other music lovers worldwide, we want to hear from you!
🎵 Join our team and become part of a global music experience!
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
