• Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries. • Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported. • Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support. • Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues. • Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.** • Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses. • Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases. • Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements. • Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team. • Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment. • Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support. • Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.

• Maintain a professional and friendly attitude towards customers at all times • Communicate with customers through various mediums, including in-person, phone, and web • Build relationships with customers to ensure their satisfaction • Provide prompt responses to customer inquiries and complaints, assisting to solve issues • Maintain records of customer interactions, including sales, comments, and complaints • Process orders and forms as needed • Keep up-to-date on company offerings to ensure clients get the best products

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 At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community. By joining our team, you’ll play a pivotal role in helping developers succeed and thrive in their work. We’re seeking experienced and empathetic Product Support agents, you’ll be the first point of contact for our users, providing efficient and precise resolutions to inquiries and ensuring they have a seamless experience with Laravel’s ecosystem, including tools like Forge, Vapor, Spark, Envoyer, and Nova. While expertise in all these products isn’t required, familiarity with at least one or two is highly valued. This role requires availability during Pacific time (9-5), and can be contract or permanent based employment. Your work will be a cornerstone of the Laravel experience, ensuring users receive the assistance they need with speed and care. Qualifications - At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products. - Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively. - A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help. - Experience in developer content or developer relations is a strong plus. - Fluency in English is required; proficiency in additional languages is highly desirable. Requirements - Knowledge of PHP and the Laravel framework. - Solid understanding of web application hosting and infrastructure. - Solid knowledge and experience with installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis. - Familiarity with Ubuntu server management and debugging processes is a bonus. - Understanding of cloud computing concepts and providers; experience with AWS is a bonus. Benefits - Fully remote and globally distributed working environment. - Option to attend Laracon conferences around the world. - Paid time off (Vacation, Sick & Public holidays). - Family leave (Maternity, Paternity). - Company equity. - Welcome kit with custom Laravel swag.