Customer Support Specialist (August 2026)

About the role

Scrambly is seeking a Customer Support Specialist to provide fast, accurate, and empathetic assistance to its users. You will be the front‑line voice of the platform, resolving issues across live chat, email, and social media while ensuring a high level of customer satisfaction.

Key responsibilities

• Deliver exceptional support across multiple channels, responding promptly and professionally.
• Maintain First Contact Resolution excellence by solving inquiries on the initial interaction.
• Follow the company’s Tone of Voice and brand guidelines in all communications.
• Escalate complex or emerging issues to the appropriate internal teams.
• Own support cases from start to finish, ensuring accountability for outcomes.
• Manage support‑related projects such as process improvements and documentation updates.
• Document all interactions accurately in the CRM system.
• Collaborate with Product, Operations, and QA teams to relay user feedback.
• Meet and exceed KPIs for response time, resolution time, CSAT, and QA metrics.
• Stay updated on product knowledge, policies, and industry best practices.
• Contribute to the knowledge base by identifying gaps and creating clear documentation.

Required profile

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

Required skills

• Experience with CRM systems for case management.