Customer Support Specialist

About the role

Scrambly is seeking a Customer Support Specialist to provide fast, accurate, and empathetic assistance to its users. You will be the voice of the customer, resolving issues across live chat, email, and social media while maintaining platform trust.

Key responsibilities

• Deliver exceptional support across multiple channels, ensuring timely and professional responses.
• Maintain First Contact Resolution excellence by providing complete solutions on the initial interaction.
• Adhere to the company’s Tone of Voice and brand standards in all communications.
• Identify and escalate complex or emerging issues to the appropriate teams.
• Own support cases from first contact through resolution, ensuring customer satisfaction.
• Manage support‑related projects such as process improvements and documentation updates.
• Maintain detailed case documentation in the CRM system.
• Collaborate with Product, Operations, and QA teams to relay customer feedback.
• Meet and exceed KPIs including response time, resolution time, CSAT, and QA metrics.
• Stay current with product knowledge, policy updates, and industry best practices.
• Contribute to knowledge‑base development and participate in team meetings.

Required profile

• Strong written English communication skills (minimum B2 level).
• Flexibility to work shifts, including weekends and holidays as needed.

Required skills

• Proficiency with CRM systems for case documentation.
• Experience handling multi‑channel customer interactions (live chat, email, social media).