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.

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Consumer Discretionary

1-10 (5)

Founded 2022

3 open positions

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Customer Support Specialist (Scrambly)

2 hours, 51 minutes ago

Georgia, Bulgaria, Moldova, Ukraine, Turkey

Full-time

Junior

Customer Support

Customer and Technical Support

CRM

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Scrambly

Media

1-10

Founded 2022

View All Jobs 3

Description

Deliver customer support across live chat, email, and social media with timely and professional responses.
Resolve customer inquiries on first contact whenever possible by providing complete and accurate solutions.
Follow the company’s Tone of Voice guidelines, brand standards, policies, and quality procedures in all customer communications.
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.
Maintain detailed and accurate case documentation in CRM systems and preserve complete audit trails.
Manage individual support operations projects, including process improvements, documentation updates, and quality initiatives.
Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to share customer feedback and improve service.
Meet or exceed key performance indicators such as response time, resolution time, CSAT, and QA metrics.
Contribute to knowledge base content, participate in team meetings, and support continuous improvement initiatives.

Requirements

Strong written English communication skills at B2 level or better.
Flexibility to work in shifts, including weekends and holidays as needed.
Effective time management skills.
Strong communication and interpersonal skills, with the ability to explain technical information clearly to users.
Exceptional attention to detail and accuracy in customer communications and documentation.
Reliable internet connection and a proper home office setup for remote work.
Strong adaptability in high-volume support periods and during evolving product updates.
At least 1 year of customer support experience is preferred.
Experience using CRM and admin tools such as Freshdesk, Retool, or Affise is preferred.
Basic troubleshooting knowledge and technical support fundamentals are 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 ideas.
Opportunities for career growth as the company scales internationally.
Training, development support, and bonuses for professional learning.
Flexible, remote-friendly working environment.
4/2 rotating schedule with morning and evening shifts.
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

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