Sutherland is hiring a Customer Support Associate for its Mumbai office, supporting a major Business-to-Business account within its Amazon-aligned operations. This is a strong opportunity for candidates who want to break into the global BPO and customer experience industry, working across voice, email, and chat channels for one of the world’s largest independent business process and technology management companies.
Job Overview
| Company | Sutherland |
| Job Role | Customer Support Associate (Amazon B2B Account) |
| Qualification | High School Diploma or equivalent and above |
| Job Type | Full Time (Brick and Mortar) |
| Experience | 0–2 Years (Freshers Welcome) |
| Location | Mumbai, Maharashtra, India |
This role sits within Sutherland’s customer experience operations, supporting a major Business-to-Business client account. As a Customer Support Associate, you’ll be the primary point of contact for business customers, handling their queries and concerns across multiple communication channels while maintaining the quality and service standards Sutherland is known for in the global BPO industry.
Sutherland brings together artificial intelligence, automation, cloud engineering, and advanced analytics to support iconic brands worldwide, and this role gives associates direct, hands-on exposure to how a technology-driven customer experience organization operates at scale.
Job Role
As a Customer Support Associate, you’ll manage B2B customer interactions across Calls, Email, and Chat, ensuring every interaction is handled professionally, accurately, and within agreed service-level timelines. The role calls for someone who can take full ownership of each customer conversation — diagnosing the issue, resolving it where possible, and following through until the customer’s concern is genuinely addressed rather than just logged and closed.
Because this is a Business-to-Business support role, associates often deal with more complex, higher-stakes queries than typical consumer support, making strong communication and problem-solving skills especially important for success in this position.
Key Responsibilities
- Serve as the primary point of contact for Business-to-Business customers through Calls, Email, and Chat
- Provide timely, accurate, and professional support while maintaining service-level agreements (SLAs)
- Take full ownership of each customer interaction through proactive problem-solving and excellent service
- Handle sensitive issues with a positive, empathetic approach that reflects the brand well at every touchpoint
- Maintain accurate customer records and call documentation within Sutherland’s systems
- Meet performance metrics including quality, productivity, attendance, and first-contact resolution
- Suggest process improvements and flag recurring customer issues through the appropriate internal channels
Eligibility Criteria
- High school diploma or equivalent qualification and above
- 0–2 years of experience; freshers are welcome to apply
- Based in or willing to work from Sutherland’s Mumbai office (Brick and Mortar role)
- Willingness to work across voice, email, and chat support channels
Skills Required
- Good verbal and written communication skills in English
- Strong customer service mindset with active email communication skills
- Ability to empathize with customers, manage time effectively, and work independently
- Basic user-level knowledge of Windows operating systems
- Familiarity with email etiquette and multi-channel communication (Voice, Email, and Chat)
- Ability to stay composed and professional while handling sensitive or escalated issues
Preferred Qualifications
- Prior experience in a customer service, BPO, or call center environment
- Familiarity with B2B customer support or account-based service models
- Experience working with CRM tools or customer interaction tracking systems
- Ability to identify patterns in customer issues and suggest process improvements
Job Location
Mumbai, Maharashtra, India (on-site, Brick and Mortar contract type)
Salary & Benefits
While specific compensation for this role isn’t publicly listed, Sutherland is known for offering structured career growth paths within its global BPO and technology services operations, along with training programs designed to help associates build long-term customer experience and technology skills. As part of a company with 70+ offices serving customers across 144+ countries, employees also gain exposure to global business processes and technology-driven service delivery models used by some of the world’s most recognized brands.
Selection Process
Candidates apply through Sutherland’s official careers portal via the Apply Now link, which routes to Sutherland’s SmartRecruiters application system. The process typically includes an application review, followed by a communication skills assessment and interview rounds evaluating customer service aptitude, English proficiency, and role fit for handling B2B customer interactions across voice, email, and chat channels.
How to Apply
Interested candidates should apply directly through Sutherland’s official careers page. Since this role emphasizes both written and verbal communication, make sure your application reflects clear, professional English and highlights any prior customer service, communication-heavy, or client-facing experience — even informal or academic experience counts if it demonstrates strong communication skills.
Apply Link
Apply for Sutherland Customer Support Associate →
About the Company
Sutherland is a global leader in business process and technology management services, bringing together artificial intelligence, automation, cloud engineering, and advanced analytics to help iconic brands worldwide drive digital transformation and optimize their operations. Founded in 1986 and headquartered in Rochester, New York, the company has created over 200 unique inventions across AI and other core technologies, and operates through more than 70 offices serving customers in 144+ countries. Sutherland combines human expertise with artificial intelligence to deliver measurable, outcome-driven results for its clients across industries.
Note: Sutherland has stated it never requests payment or favors in exchange for job opportunities, and encourages candidates to report any suspicious recruitment activity directly to the company’s talent acquisition team.
Final Thoughts
The Customer Support Associate role at Sutherland offers a solid entry point into the global BPO and customer experience industry, with hands-on exposure to B2B support across multiple communication channels. For candidates with strong English communication skills who enjoy solving problems and helping customers, this Mumbai-based role is a practical, fresher-friendly opportunity worth applying for.
