[Hiring] Customer Support Specialist @Scrambly

Role Description

Now we're hiring a Customer Support Specialist to deliver fast, accurate, and empathetic assistance to Scrambly’s users. You'll resolve issues efficiently, ensuring customer satisfaction, maintaining platform trust, and acting as the voice of the user to internal teams.

• Deliver exceptional customer support across multiple channels including live chat, email, and social media platforms, ensuring timely and professional responses.
• Maintain First Contact Resolution (FCR) excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact.
• Ensure all customer communications strictly adhere to the company's Tone of Voice guidelines and brand standards, creating consistent and on-brand customer experiences.
• Provide responses that are accurate, compliant with company policies, and aligned with current procedures and quality guidelines.
• Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills.
• Take full ownership of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction.
• Manage and execute individual support operations projects, including process improvements, documentation updates, and quality initiatives.
• Maintain detailed and accurate case documentation in CRM systems, ensuring complete audit trails for all customer interactions.
• Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to communicate customer feedback and contribute to service improvements.
• Meet and exceed key performance indicators (KPIs) including response time, resolution time, customer satisfaction scores (CSAT), and quality assurance (QA) metrics.
• Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning.
• Contribute to knowledge base development by identifying gaps and creating clear, helpful documentation for both customers and team members.
• Participate in team meetings, provide constructive feedback, and support continuous improvement initiatives within the support organization.

Qualifications

• English: Strong written communication skills (B2 or better).
• Flexibility to work in shifts, including weekends and holidays as required by business needs.
• Effective time management skills.
• Strong communication and interpersonal skills, ability to communicate technical information in an easy-to-understand, user-friendly way.
• Exceptional attention to detail and accuracy in all customer communications and documentation.
• Reliable internet connection and appropriate home office setup for remote work.
• Great adaptability skills, with experience adjusting to high-volume support periods and evolving product updates.

Requirements

• At least 1 year of proven experience working in customer support.
• Experience working efficiently with CRM, admin panel and others (Freshdesk, Retool, Affise, etc).
• Knowledge of basic troubleshooting methodologies and technical support fundamentals.
• Previous experience in a metrics-driven environment with exposure to KPIs like CSAT, NPS, FCR, and AHT.
• Experience working in international or multicultural teams.

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.
• Work schedule: 4/2 rotation; morning/evening shifts (8:00-16:00/16:00-00:00; Kyiv time).