Customer Support Specialist

This is a fully remote position, open to applicants in Moldova.

📋 Description

• Provide customer support through live chat, email, and social media channels.

• Address inquiries accurately and completely during the first interaction to ensure First Contact Resolution (FCR).

• Adhere to Tone of Voice guidelines, brand standards, and company policies, procedures, and quality benchmarks in all communications.

• Recognize and escalate complex cases or emerging issues to the relevant teams.

• Take ownership of support cases from the initial contact until resolution.

• Oversee individual support operations projects, which include process enhancements, documentation updates, and quality initiatives.

• Keep thorough case documentation in CRM systems and ensure complete audit trails.

• Collaborate with Product, Operations, and Quality Assurance teams regarding customer feedback and service enhancements.

• Achieve KPIs such as response time, resolution time, CSAT, and QA metrics.

• Maintain knowledge of products and policies through training and self-directed learning.

• Create knowledge-base documentation for both customers and team members.

• Engage in team meetings, offer constructive feedback, and promote continuous improvement.

⛳️ Requirements

• Excellent written English communication skills at a B2 level or higher.

• Willingness to work flexible shifts, including weekends and holidays as necessary.

• Strong time management abilities.

• Effective communication and interpersonal skills.

• Capability to convey technical information clearly and in a user-friendly manner.

• High level of attention to detail and accuracy.

• Stable internet connection and suitable home office setup for remote work.

• Ability to adapt to high-volume support periods and changing product updates.

• Nice to have: at least 1 year of experience in customer support.

• Nice to have: familiarity with CRM and admin-panel tools like Freshdesk, Retool, and Affise.

• Nice to have: foundational knowledge in troubleshooting and technical support.

• Nice to have: experience with CSAT, NPS, FCR, and AHT metrics.

• Nice to have: experience working in international or multicultural teams.

🏝️ Benefits

• Dynamic startup environment that encourages experimentation and the implementation of your ideas.

• Opportunities for career advancement as Scrambly expands globally.

• Support for training, development, and bonuses related to professional learning.

• Flexible, remote-friendly work 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 time off.

• 5 days of paid sick leave.

• Maternity/Paternity leave.