Sutherland

Global BPO providing customer lifecycle management

Customer Experience Lead

Customer SupportConfirmed live in the last 24 hours

Full-timeSofia, BulgariaNo salary listedRemote

About the Job

Requirements

Five years of experience in healthcare.
Two years of team management experience.
Typing speed of 30 words per minute with 80% accuracy.
Basic hardware and networking skills.
Basic knowledge of Excel.
Understanding of quality feedback and reports.
Language proficiency in a foreign language or dialect, if required.

Responsibilities

Oversee and manage performance and service quality to ensure customer satisfaction.
Establish and maintain communication with clients and/or team members, understand their needs, resolve issues, and meet expectations.
Provide management with timely and accurate reports.
Develop effective strategies based on data reports, analysis, and observations.

Job Description

Lead' in this role get to:

Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction

Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations

Keep management updated: Relay important information in the form of timely and accurate reports

Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations

Qualifications

Our most successful candidates will have:

5 years’ experience in Healthcare
2 years' team management experience
Typing skills of 30 words per minute with an accuracy of 80%
Basic hardware and networking skills
Excellent communication and presentation skills
Language Proficiency (either foreign language or dialect), if required
Basic knowledge in Excel
Understanding of the quality feedback & reports

Additional Information

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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