# Customer Support Specialist

> Scrambly · Kyiv, Ukraine (Remote) · Full-time · Posted 2026-04-29

**Salary:** Up to USD 1,200

**Workplace:** remote

## Description

At **Scrambly**, we are revolutionizing the rewarded advertising space, currently serving over 3 million users in the USA. Over the past few years, we've grown rapidly, and we’re looking for incredible people to help us continue pushing boundaries and delivering top-tier digital solutions.

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.

**Key Responsibilities**

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

## Apply

[Apply at Scrambly](https://apply.workable.com/scrambly/j/5E9587FC00/apply)

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