Role Description Du bist erste Anlaufstelle für unsere Partner:innen — und damit das Herzstück unseres Netzwerks. Du sorgst dafür, dass sich unsere Partner:innen gut aufgehoben fühlen, und hilfst dabei, Mehrweg zum Standard zu machen! - Du bearbeitest Anfragen unserer Partner:innen über alle Servicekanäle - von allgemeinen Fragen rund um Mitgliedschaft, Bestellprozess und Produkte bis hin zu komplexen Problemstellungen. - Du unterstützt Partner:innen bei Bestellungen, Lieferungen und Rückgaben - nach klaren Prozessen und mit Fokus auf Self-Service-Lösungen. - Du nimmst Beschwerden und Kritik entgegen und findest auch in Konfliktsituationen partnerschaftliche Lösungen. - Du pflegst Daten im CRM-System (HubSpot), erkennst Fehler und stellst eine hohe Datenqualität sicher. - Du erkennst Optimierungspotenziale im Tagesgeschäft und gibst diese proaktiv weiter – zur Weiterentwicklung von Prozessen, Tools und Self-Service-Angeboten. Qualifications - Du bist noch mindestens für ein Jahr an einer Universität/Hochschule eingeschrieben und ca. 15-20 Stunden pro Woche verfügbar. - Du hast Lust, unseren Partner:innen ein durchgehend positives Erlebnis zu bieten – per Telefon, Mail oder Chat. - Du arbeitest gewissenhaft und strukturiert – Qualität, saubere Dokumentation und Verlässlichkeit sind Dir wichtig. - Neue Tools und Systeme schrecken Dich nicht ab – Du findest Dich schnell rein und arbeitest gerne mit Prozessen und Automatisierungen. - Herzblut für die Sache, Kawumms für mutiges, engagiertes Handeln, Miteinander und Team-Orientierung sowie Transparenz & Integrität in Deinem täglichen Tun. Requirements - Nice to have: Du hast schon mal mit Kundschaft gesprochen oder Tickets bearbeitet? Super. - HubSpot oder ein anderes CRM-System kennst Du bereits? Noch besser. :) Benefits - Flexible Arbeitsmodelle (flexible Arbeitszeiten, remote work) - Entwicklungs- und Gestaltungsraum - Ein persönliches, positives und professionelles Miteinander und eine offene Feedbackkultur - Die Chance, in einem Unternehmen mitzuwirken, das ökonomisches Wachstum mit nachhaltigem Impact vereint – und damit einen echten Unterschied macht. - Ein dynamisches, wachstumsorientiertes Umfeld - Kooperationen mit Wellpass, Urbansports, Open up und Future Bens.

• Assistere i clienti tramite chat, telefono, email • Collaborare con i colleghi dello Sviluppo

• Provide Tier 2 technical support and maintenance for existing systems and applications. • Manage and resolve bug reports, hotfixes, and backlog triage efficiently. • Perform proactive system monitoring, including vulnerability assessments and security patching. • Support enhancement requests and minor feature development in coordination with internal teams. • Collaborate cross-functionally to identify and implement process efficiencies to reduce maintenance hours. • Deliver regular QA and maintenance reports summarizing performance, updates, and issue tracking. • Provide insight and guidance for workflow or client-related requests.

Role Description 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. - 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. Qualifications - English: Strong written communication skills (B2 or better). - Flexibility to work in shifts, including weekends and holidays as required by business needs. - Effective time management skills. - Strong communication and interpersonal skills, ability to communicate technical information in an easy-to-understand, user-friendly way. - Exceptional attention to detail and accuracy in all customer communications and documentation. - Reliable internet connection and appropriate home office setup for remote work. - Great adaptability skills, with experience adjusting to high-volume support periods and evolving product updates. Requirements - At least 1 year of proven experience working in customer support. - Experience working efficiently with CRM, admin panel and others (Freshdesk, Retool, Affise, etc). - Knowledge of basic troubleshooting methodologies and technical support fundamentals. - Previous experience in a metrics-driven environment with exposure to KPIs like CSAT, NPS, FCR, and AHT. - Experience working in international or multicultural teams. Benefits - Startup environment with freedom to experiment and implement your ideas. - Opportunities for career growth as Scrambly scales internationally. - Training, development support, and bonuses for professional learning. - Flexible, remote-friendly working environment. - Work schedule: 4/2 rotation; morning/evening shifts (8:00-16:00/16:00-00:00; Kyiv time). - 15 days of paid vacation. - 5 days of paid days off. - 5 days of paid sick leave. - Maternity/Paternity leave.