Customer Support Specialist

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

📋 Description

• Provide exceptional customer support through various channels such as live chat, email, and social media platforms, ensuring prompt and professional replies.

• Uphold excellence in First Contact Resolution (FCR) by delivering accurate and comprehensive solutions that address customer inquiries on their first contact.

• Ensure all customer interactions strictly follow the company's Tone of Voice guidelines and brand standards, fostering consistent and on-brand customer experiences.

• Deliver responses that are accurate, compliant with company policies, and aligned with current procedures and quality guidelines.

• Proactively recognize and escalate complex cases or emerging issues to the appropriate teams, showcasing sound judgment and problem-solving abilities.

• Take full ownership of assigned support cases from the initial contact to resolution, maintaining accountability for customer satisfaction.

• Manage and execute individual support operations projects, including process enhancements, documentation updates, and quality initiatives.

• Maintain thorough 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 relay customer feedback and contribute to service improvements.

• Meet and surpass key performance indicators (KPIs), including response time, resolution time, customer satisfaction scores (CSAT), and quality assurance (QA) metrics.

• Stay updated with product knowledge, policy changes, and industry best practices through continuous training and self-directed learning.

• Contribute to the development of the knowledge base by identifying gaps and creating clear, helpful documentation for both customers and team members.

• Participate in team meetings, provide constructive feedback, and support ongoing improvement initiatives within the support organization.

⛳️ Requirements

• English: Strong written communication skills (B2 or higher).

• Flexibility to work in shifts, including weekends and holidays as dictated by business needs.

• Effective time management skills.

• Strong communication and interpersonal skills, with the ability to convey technical information in an easy-to-understand, user-friendly manner.

• Exceptional attention to detail and accuracy in all customer communications and documentation.

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

• Excellent adaptability skills, with experience adjusting to high-volume support periods and changing product updates.

• Nice to Have

• At least 1 year of proven experience in customer support.

• Experience working efficiently with CRM systems, admin panels, and others (Freshdesk, Retool, Affise, etc.).

• Familiarity with basic troubleshooting methodologies and technical support fundamentals.

• Previous experience in a metrics-driven environment with exposure to KPIs such as CSAT, NPS, FCR, and AHT.

• Experience working in international or multicultural teams.

🏝️ Benefits

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

• Opportunities for career advancement as Scrambly expands internationally.

• Training, development support, and bonuses for professional growth.

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