Customer Support Specialist (June'26)

27 minutes ago
Full-time
Junior
Customer and Technical Support
Scrambly

Scrambly

Revolutionary reward platform enabling users to earn real money by discovering new games, apps, and products. Mobile-first marketing platform for brands to engage with new audiences through rewarded advertising.

Media
1-10
Founded 2022

Description

  • Deliver customer support across live chat, email, and social media with timely, professional responses.
  • Resolve customer inquiries on first contact whenever possible and maintain strong First Contact Resolution performance.
  • Ensure all customer communications follow the company’s Tone of Voice, brand standards, policies, and quality guidelines.
  • Take full ownership of support cases from initial contact through resolution and maintain accountability for customer satisfaction.
  • Escalate complex issues or emerging problems to the appropriate teams with sound judgment.
  • Maintain detailed case documentation in CRM systems and keep accurate audit trails for customer interactions.
  • Manage individual support operations projects such as process improvements, documentation updates, and quality initiatives.
  • Collaborate with Product, Operations, and Quality Assurance teams to share customer feedback and improve service.
  • Monitor and meet key performance indicators, including response time, resolution time, CSAT, and QA metrics.
  • Contribute to knowledge base content, identify documentation gaps, and support continuous improvement efforts.

Requirements

  • Strong written English communication skills at B2 level or higher.
  • Flexibility to work in shifts, including weekends and holidays as needed.
  • Strong time management, communication, and interpersonal skills.
  • Ability to explain technical information in a clear, user-friendly way.
  • Exceptional attention to detail and accuracy in communication and documentation.
  • Reliable internet connection and a suitable home office setup for remote work.
  • Adaptability to high-volume support periods and frequent product updates.
  • At least 1 year of proven customer support experience is preferred.
  • Experience with CRM systems, admin panels, or tools such as Freshdesk, Retool, or Affise is preferred.
  • Knowledge of basic troubleshooting methods and technical support fundamentals is preferred.
  • Experience in a metrics-driven environment with KPIs such as CSAT, NPS, FCR, and AHT is preferred.
  • Experience working in international or multicultural teams is preferred.

Benefits

  • Startup environment with freedom to experiment and implement your ideas.
  • Opportunities for career growth as Scrambly scales internationally.
  • Training, development support, and bonuses for professional learning.
  • Flexible, remote-friendly working environment.
  • 4/2 work rotation with morning and evening shifts in Kyiv time.
  • 15 days of paid vacation.
  • 5 days of paid days off and 5 days of paid sick leave.
  • Maternity and paternity leave.

Interested in this position?

Apply directly on the company website

Apply Now

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