Customer Support Specialist

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Scrambly

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🏪 Marketplace

🎮 Gaming

👥 B2C

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

Marketplace • Gaming • B2C

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 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.

🎯 Requirements

• **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 • **Nice to Have** • 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 • 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