Dutch CS Sofia

Job description

Workster is recruiting for a Dutch-Speaking Customer Support Specialist to join a growing Customer Success team in Sofia. You will provide high-quality, efficient support to business customers across digital platforms, handling technical and account-related queries in Dutch while collaborating with multilingual teams. This is an excellent opportunity for a customer-focused professional who enjoys problem-solving, clear communication, and contributing to continuous improvement in a fast-paced environment. Your Role Respond to customer enquiries in Dutch via email, chat and ticketing systems, ensuring timely, accurate and professional communication. Diagnose and resolve account, billing and technical issues by following documented procedures and using internal tools; escalate complex cases to Product or Engineering as needed. Provide product guidance and best-practice recommendations to help customers achieve their goals and optimise platform use. Maintain accurate case records, follow SLA guidelines and meet productivity and quality targets. Collaborate with cross-functional teams (Operations, Product, Engineering) to drive timely resolutions and share customer feedback. Contribute to the creation and improvement of help-centre articles, internal knowledge base entries and troubleshooting guides in Dutch and English. Identify patterns in customer issues and suggest process or product improvements to enhance the user experience. Work within a shift-based schedule that may include occasional early starts, late finishes or weekend coverage according to business needs. Your Qualifications Fluent in Dutch (native or C2) and comfortable working in English (B2 or higher); additional language skills are an advantage. Previous experience in customer support, technical support or a contact-centre environment, ideally supporting B2B customers. Strong written communication skills in Dutch with the ability to explain technical concepts clearly and concisely. Good troubleshooting and problem-solving skills, with attention to detail and the ability to work under pressure. Familiarity with web platforms, basic technical concepts (APIs, integrations, account configurations) and common SaaS workflows is desirable. Comfortable using CRM and ticketing tools; quick to learn new internal systems and processes. Ability to work effectively both independently and as part of a diverse, multicultural team in Sofia. Right to work in Bulgaria or eligible for company-supported relocation; willingness to work flexible shifts as required. The Offer Permanent full-time contract based in Sofia with competitive salary depending on experience. Comprehensive onboarding and paid training covering product, processes and customer service standards. Relocation support package for international hires and assistance settling in Sofia. Private health coverage contributions and additional employee benefits. Hybrid working model with modern office facilities in Sofia and collaborative, multicultural teams. Clear career progression routes and opportunities to grow into specialist or leadership roles within Customer Success. Supportive environment that values continuous learning, feedback and improvements to the customer experience.