• 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.

Role Description As an Artist Support Specialist with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists. - Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat) - Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release - Maintain a customer satisfaction score of 85% or higher - Handle a high volume of requests, averaging 60+ tickets per day - Work with external partners (DSPs, payment partners etc) to resolve issues for artists - Identify and report technical bugs to our product teams - Offer insights and ideas on process development to help optimize the team’s workflows - Other duties as required by department leadership Qualifications - Fluent in German and English. French is a plus - At least 2 years of experience working in a high volume support/customer service environment - Track record of meeting or exceeding quantifiable performance metrics on a regular basis - Clear, concise, and warm communication, both written and verbal. (Both internally and externally) - Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools - Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers. - Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume - Comfortable with change and ambiguity in a dynamic atmosphere - A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level - Knowledge of current music and technology industry trends - Experience with Zendesk or similar ticketing platforms is a huge plus! - Experience Technical troubleshooting and bug reporting is also a major plus Benefits - Tailor-made training and coaching program - Remote working policy - A wellness program "Pauses" with many activities and animations in-house - Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist - A healthy and eco-responsible company restaurant - Individual or family health insurance - CSE benefits - A rooftop - A gym with free classes - Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet. - Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint - 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)

Role Description Seu papel no nosso time: - Encantar no atendimento receptivo, sempre com empatia, atenção e cordialidade; - Usar escuta ativa para entender o que o cliente precisa; - Apresentar soluções inteligentes, com condições e benefícios sob medida; - Conduzir negociações com foco em resolver e gerar satisfação; - Registrar cada atendimento com organização e atenção aos detalhes; - Seguir nossos padrões de qualidade para garantir a melhor experiência. Qualifications - Ensino médio completo - Boa comunicação verbal - Facilidade com tecnologia Requirements - Jornada: 13:40 às 20:00 (ESCALA 6X1) - Salário: R$ 1.621,00 (Bonificação R$ 180,00) Benefits - Vale-alimentação/refeição - Assistência médica - Plano odontológico - Plano de Carreira (Auxílio graduação/pós-graduação e línguas) - Auxílio-creche - Possibilidade de flexibilidade de jornada (conforme operação) - Oportunidades de crescimento