Music Streaming Platform Chat Support Specialist with Swedish and English Remote in Bulgaria - Sutherland

Key Responsibilities

• Respond to real‑time chat inquiries from Swedish and English speaking users, providing accurate information about account issues, subscription changes, and platform features.
• Diagnose and resolve technical problems, escalating to higher tiers when necessary, while maintaining a high first‑contact resolution rate.
• Document all interactions in the CRM, ensuring data integrity and compliance with privacy standards.
• Collaborate with cross‑functional teams (Product, Engineering, Billing) to relay user feedback and improve service quality.
• Participate in continuous training sessions to stay current on platform updates, policies, and best practices.

Requirements

• Fluent in Swedish and English, both written and spoken.
• Prior experience in customer support or help‑desk environments, preferably in tech or streaming services.
• Strong communication skills with a customer‑centric mindset.
• Proficiency with CRM systems and basic troubleshooting tools.
• Ability to work independently in a remote setting and manage time effectively.