Customer Support Specialist

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At Scrambly, we are revolutionizing the rewarded advertising space, currently serving over 2 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.

Responsibilities:

Achieve an average CSAT according to team KPI's 80%<
Maintain an average first-response time requirement goal time <3 days
Reach the requirement KPI's for productivity ~100 responses per shift
Maintain an average ticket handling time of less than 5 minutes per case
Indicate technical and user account-related issues quickly
Ensure 90%+ of solutions provided are correct from the first answer
Keep replies accurate, consistent, and aligned with company policies
Make sure user issues are fully resolved, checking back when needed
Use ticket data to identify trends and recommend improvements
Provide structured and complete details when escalating issues

Requirements:

At least 1 year of proven experience working in customer support
English: Strong written communication skills (B2, B2+)
Experience working efficiently with CRM, admin panel and others (Freshdesk, Retool, Affise, etc)
Strong active listening and empathy when handling user concerns
Ability to communicate technical information in an easy-to-understand, user-friendly way
Great adaptability skills, with experience adjusting to high-volume support periods and evolving product updates

We offer:

Full-time & fully remote position
Work schedule: 4/2 rotation; morning/evening shifts (8:00-16:00/16:00-00:00 EEST)
15 days of paid vacation days
5 days of paid days off
5 days of paid sick leave
Maternity/Paternity leave
An annual allowance of $100 for self-improvement activities