At Scrambly, we are revolutionizing the rewarded advertising space, currently serving over 3 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 Key Responsibilities - Deliver exceptional customer support across multiple channels including live chat, email, and social media platforms, ensuring timely and professional responses - Maintain First Contact Resolution (FCR) excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact - Ensure all customer communications strictly adhere to the company's Tone of Voice guidelines and brand standards, creating consistent and on-brand customer experiences - Provide responses that are accurate, compliant with company policies, and aligned with current procedures and quality guidelines - Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills - Take full ownership of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction - Manage and execute individual support operations projects, including process improvements, documentation updates, and quality initiatives - Maintain detailed 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 communicate customer feedback and contribute to service improvements - Meet and exceed key performance indicators (KPIs) including response time, resolution time, customer satisfaction scores (CSAT), and quality assurance (QA) metrics - Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning - Contribute to knowledge base development by identifying gaps and creating clear, helpful documentation for both customers and team members - Participate in team meetings, provide constructive feedback, and support continuous improvement initiatives within the support organization.

• Respond promptly and professionally to customer inquiries and complaints via phone, and email. • Provide accurate information about our properties, amenities, and leasing options. • Assist customers in navigating our online platforms and resolving any technical issues they may encounter. • Coordinate with other departments to ensure timely resolution of customer issues and requests. • Maintain detailed and accurate records of customer interactions in our CRM system. • Gather and analyze customer feedback to identify areas for improvement and recommend appropriate actions. • Collaborate with the marketing team to develop and implement customer engagement initiatives. • Stay updated on industry trends, market conditions, and competitors to provide valuable insights to customers. • Conduct customer satisfaction surveys and utilize feedback to improve our service delivery. • Assist with administrative tasks as needed.

• Working every day with business owners and entrepreneurs, matching their drive and attitude to get things done. • Supporting our customers, predominantly through live chat and email, with any questions they may have. • Working as part of a team within the customer care department and the business as a whole to ensure we meet all individual and team targets. • Adapting to change. • Suggesting what we can do better.

• Working every day with business owners and entrepreneurs, matching their drive and attitude to get things done. • Supporting our customers, predominantly through live chat and email, with any questions they may have. • Working as part of a team within the customer care department and the business as a whole to ensure we meet all individual and team targets. • Adapting to change. • Suggesting what we can do better.