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Customer Support Specialist (May'26)

1 hour, 28 minutes ago
Ukraine
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
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
View All Jobs 2

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 (FCR).
  • Ensure all customer communications follow Tone of Voice guidelines, brand standards, company policies, and quality procedures.
  • Take ownership of support cases from initial contact through resolution and maintain accountability for customer satisfaction.
  • Escalate complex cases and emerging issues to the appropriate teams using sound judgment and problem-solving skills.
  • Manage individual support operations projects, including process improvements, documentation updates, and quality initiatives.
  • Maintain accurate case documentation and complete audit trails in CRM systems.
  • Collaborate with Product, Operations, and Quality Assurance teams to share customer feedback and support service improvements.
  • Monitor and work toward key performance indicators such as response time, resolution time, CSAT, and QA metrics.
  • Contribute to knowledge base development by identifying gaps and creating clear customer and internal documentation.

Requirements

  • Strong written English communication skills at B2 level or above.
  • Flexibility to work shifts, including weekends and holidays as required.
  • 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 customer support experience is preferred.
  • Experience with CRM and admin 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 the company scales internationally.
  • Training and development support.
  • Bonuses for professional learning.
  • Work schedule with a 4/2 rotation and morning/evening shifts.
  • Shift hours of 8:00-16:00 and 16:00-00:00 Kyiv time.

Interested in this position?

Apply directly on the company website

Apply Now

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