Scrambly

Customer Support

• 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.

Customer Support Specialist

Account Manager

• Analyze and manage large data sets to optimize multi-reward campaigns
• Build and maintain strong relationships with advertisers, ensuring campaign success
• Communicate effectively with advertisers to identify opportunities and enhance partnerships
• Onboard new advertisers
• Assess the competitive landscape and find ways to increase revenue
• Provide regular project updates and address challenges as they arise

Customer Support Specialist

Account Manager, Turkey

Customer Support Specialist