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Customer Support Specialist

2 hours, 9 minutes ago
Ukraine
Full-time
Junior
Customer Support
Customer and Technical Support
CRM
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 and professional responses.
  • Resolve inquiries on first contact whenever possible and maintain strong First Contact Resolution performance.
  • 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.
  • Maintain detailed case documentation in CRM systems and ensure complete audit trails of customer interactions.
  • Collaborate with Product, Operations, and Quality Assurance teams to share customer feedback and support service improvements.
  • Manage support operations projects such as process improvements, documentation updates, and quality initiatives.
  • Track and meet key performance indicators including response time, resolution time, CSAT, and QA metrics.
  • Contribute to knowledge base development, participate in team meetings, and support continuous improvement efforts.

Requirements

  • Strong written English communication skills, B2 level or better.
  • Flexibility to work in shifts, including weekends and holidays as required.
  • Strong time management, communication, and interpersonal skills.
  • Ability to explain technical information in a simple, user-friendly way.
  • Exceptional attention to detail and accuracy in communications and documentation.
  • Reliable internet connection and an appropriate home office setup for remote work.
  • Strong adaptability and the ability to handle high-volume support periods and evolving product updates.
  • At least 1 year of proven customer support experience is preferred.
  • Experience working with CRM and admin tools such as Freshdesk, Retool, and Affise is preferred.
  • Knowledge of basic troubleshooting methodologies and technical support fundamentals is preferred.
  • Experience in a metrics-driven environment with exposure to 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.
  • Shift schedule with a 4/2 rotation.
  • Morning and evening shifts available: 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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