Dutch CS Sofia

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.