Customer Support Specialist

Scrambly

Customer Support Specialist at Scrambly providing fast assistance via multiple channels. Ensuring customer satisfaction and maintaining platform trust through effective communication.

Posted 5/28/2026full-timeRemote • 🇺🇦 UkraineJuniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

**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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

First Contact Resolution (FCR)customer satisfaction scores (CSAT)quality assurance (QA)time managementtroubleshooting methodologiestechnical support fundamentalsmetrics-driven environmentprocess improvementsdocumentation updatesquality initiatives

Soft Skills

communication skillsinterpersonal skillsattention to detailadaptabilityproblem-solving skillsownershipconstructive feedbackflexibilitysound judgmentcustomer experience