Customer Support Specialist

🔥 0 minutes ago

🌐 Georgia, Moldova – Remote

🇬🇪 Georgia – Remote 🇲🇩 Moldova – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Scrambly

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

📣 Marketing

🏪 Marketplace

🎮 Gaming

💰 $99.6k Pre Seed Round - Scrambly on 2022-10

Marketing • Marketplace • Gaming

Scrambly is a mobile rewards platform that lets users discover and play mobile games and apps to earn instant cash and gift-card rewards. It connects app and game developers seeking exposure with users who complete short in-app milestones, offers welcome bonuses, promo codes, and automated ID verification for secure withdrawals. Scrambly supports instant payouts via PayPal, Visa, Amazon and other partners, operates in select countries, and promotes fast, small-step earnings for casual players.

📋 Description

• Deliver customer support across live chat, email, and social media platforms • Resolve inquiries accurately and completely on initial contact to maintain First Contact Resolution (FCR) • Ensure communications follow Tone of Voice guidelines, brand standards, company policies, procedures, and quality guidelines • Identify and escalate complex cases or emerging issues to appropriate teams • Own support cases from initial contact through resolution • Manage individual support operations projects, including process improvements, documentation updates, and quality initiatives • Maintain detailed case documentation in CRM systems and complete audit trails • Collaborate with Product, Operations, and Quality Assurance teams on customer feedback and service improvements • Meet KPIs including response time, resolution time, CSAT, and QA metrics • Maintain product and policy knowledge through training and self-directed learning • Develop knowledge-base documentation for customers and team members • Participate in team meetings, provide constructive feedback, and support continuous improvement

🎯 Requirements

• Strong written English communication skills at B2 level or better • Flexibility to work shifts, including weekends and holidays as required • Effective time management skills • Strong communication and interpersonal skills • Ability to explain technical information clearly and in a user-friendly way • Exceptional attention to detail and accuracy • Reliable internet connection and appropriate home office setup for remote work • Adaptability to high-volume support periods and evolving product updates • Nice to have: at least 1 year of customer support experience • Nice to have: experience with CRM and admin-panel tools such as Freshdesk, Retool, and Affise • Nice to have: basic troubleshooting and technical support fundamentals • Nice to have: experience with CSAT, NPS, FCR, and AHT metrics • Nice to have: experience 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 • Flexible, remote-friendly working environment • Work schedule: 4/2 rotation; morning/evening shifts (8:00-16:00/16:00-00:00; Kyiv time) • 15 days of paid vacation • 5 days of paid days off • 5 days of paid sick leave • Maternity/Paternity leave