Scrambly

About Us
Scrambly is one of the fastest-growing adtech startups in the world, featured in the AppsFlyer Performance Index and Singular ROI Index in just 3.5 years.

We’re growing 250%+ YoY across revenue, team, product, and technology — fully bootstrapped and profitable.

We’re building the future of app discovery: a reward-powered alternative to the App Store and Google Play. Our loyalty-driven ecosystem connects millions of users with the world’s top apps and delivers unmatched, ROI-focused growth for mobile advertisers.

Our mission is to build a true alternative to traditional app stores — fueled by rewards and data — and create a new, performance-first growth engine for mobile app advertisers.
 

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.
   

Requirements

• 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

   

Nice to Have

• 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.
   

What We Offer

• 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

About Us
Scrambly is one of the fastest-growing adtech startups in the world, featured in the AppsFlyer Performance Index and Singular ROI Index in just 3.5 years.

We’re growing 250%+ YoY across revenue, team, product, and technology — fully bootstrapped and profitable.

We’re building the future of app discovery: a reward-powered alternative to the App Store and Google Play. Our loyalty-driven ecosystem connects millions of users with the world’s top apps and delivers unmatched, ROI-focused growth for mobile advertisers.

Our mission is to build a true alternative to traditional app stores — fueled by rewards and data — and create a new, performance-first growth engine for mobile app advertisers.

About the Role
We are looking for a Senior Backend Engineer to join the team building the core systems behind Scrambly. In this role, you will work across two key areas: user-facing product systems, solving complex scalability challenges for a platform serving millions of users globally; and the internal platform, covering admin systems, tooling, and back-office automation that power our operations team.

Your focus will be on writing robust, high-performance code and bridging the gap between product requirements and technical reality. You will work within a modern tech stack to ensure our systems remain fast, reliable, and easy to maintain as we grow.

Key Responsibilities

• Design & Implementation
  • Design, build, and maintain high-performance, scalable backend services and APIs using Node.js (NestJS)
  • Write clean, maintainable, and testable code that serves as a benchmark for the team
  • Ensure seamless integration between backend services and frontend applications
• Architecture & Technical Strategy
  • Propose and implement architectural improvements for core systems
  • Design complex features with a focus on long-term scalability, extensibility, and maintainability
  • Apply best practices for distributed systems and RESTful API design
• Mentorship & Code Quality
  • Champion high code quality and engineering best practices across the team
  • Mentor other engineers through constructive code reviews, technical guidance, and pair programming
  • Foster a culture of technical curiosity and continuous improvement
• Performance & Infrastructure
  • Monitor system performance, identify bottlenecks, and proactively resolve reliability issues
  • Collaborate with DevOps to ensure smooth CI/CD pipelines, deployments, and infrastructure reliability
  • Work with containerization and orchestration tools to manage application lifecycles
• Cross-functional Collaboration
  • Work closely with Product, Design, Frontend, and QA teams to deliver high-quality features
  • Translate product requirements into robust technical specifications
  • Communicate technical constraints and trade-offs clearly to non-technical stakeholders

Requirements

• 5+ years of software engineering experience, with a strong focus on backend development
• Strong proficiency in Node.js and modern frameworks like NestJS
• Excellent system design skills and a solid understanding of backend architecture, RESTful APIs, and distributed systems
• Experience with cloud platforms (GCP preferred; AWS or Azure acceptable), containerization (Docker), and orchestration/IaC (Kubernetes, Terraform, Helm)
• Proficiency with relational (e.g., PostgreSQL), NoSQL (e.g., Redis) databases, and message queues (e.g., RabbitMQ, GCP Pub/Sub, Redis Pub/Sub)
• Hands-on experience with React, capable of implementing basic UI features for internal tools independently
• Strong communication and collaboration skills, comfortable working in a fast-paced team environment
• English: Upper-Intermediate or higher (B2/B2+, written and spoken). You need to be able to communicate clearly in English to work effectively in an international team and participate in architectural discussions

Nice to Have

• Experience in a B2C startup that has scaled to millions of users
• Basic proficiency in Go; able to read, write, and maintain basic Go services without starting to learn from scratch

What We Offer

• Work on systems where performance optimizations translate to immediate user impact for millions of users
• A culture of code reviews, knowledge sharing, and mentorship where the best idea wins
• A fast-paced environment where your code quickly translates into real user value
• We value the stability and value of what you ship, not just the number of lines of code
• Flexible, remote-friendly working environment
• 15 days of paid vacation
• 5 days of paid days off
• 5 days of paid sick leave
• Maternity/Paternity leave
• National holidays based on your country of stay

About Us
Scrambly is one of the fastest-growing adtech startups in the world, featured in the AppsFlyer Performance Index and Singular ROI Index in just 3.5 years.

We’re growing 250%+ YoY across revenue, team, product, and technology — fully bootstrapped and profitable.

We’re building the future of app discovery: a reward-powered alternative to the App Store and Google Play. Our loyalty-driven ecosystem connects millions of users with the world’s top apps and delivers unmatched, ROI-focused growth for mobile advertisers.

Our mission is to build a true alternative to traditional app stores — fueled by rewards and data — and create a new, performance-first growth engine for mobile app advertisers.

About the Role
As our Delivery Manager, you will be the operational backbone of Scrambly’s product and engineering organization. You will work closely with the CTO, engineering leads, product, QA, and design teams to ensure that all initiatives, from core features to experiments, move from idea to production efficiently and with high quality.

This is not a pure Scrum Master role. It is a high-impact, execution-focused position for someone who thrives in fast-paced environments and enjoys building structure, removing chaos, and ensuring that both delivery execution and feature readiness run smoothly and effectively.

You will define and run processes, coordinate releases, lead estimation and planning, ensure documentation hygiene, and help maintain smooth operational execution.

What Success Looks Like

• Improved release predictability and on-time delivery rate
• Reduced last-minute QA bottlenecks and release stress
• Improved backlog quality and feature readiness
• Increased visibility into delivery performance through operational metrics
• Improved cross-functional collaboration and communication
• Reduced delivery blockers and operational inefficiencies
• Consistent documentation standards across Product and Engineering
• Higher team confidence in planning and release commitments

Key Responsibilities

• Execution & Delivery Management
  • Own and run the end-to-end delivery process across backend, frontend, mobile, QA, and design teams
  • Lead sprint planning, backlog grooming, refinement sessions, and daily coordination to maintain clarity and momentum
  • Ensure accurate estimations, proper task breakdowns, and realistic commitments.
  • Track progress, identify delivery risks early, and remove blockers before they impact timelines
  • Maintain a predictable release schedule, coordinating tightly with engineering, QA, and product
  • Ensure teams have sufficient focus while maintaining flexibility for urgent business priorities
• Operational Excellence
  • Build, maintain, and refine delivery workflows, documentation standards, and internal processes
  • Ensure clarity and consistency in task descriptions, acceptance criteria, and requirements
  • Maintain a structured, organized backlog in collaboration with product and engineering leads
  • Establish clear communication flows and streamline handoffs between teams
  • Support post-release reviews, retrospective insights, and continuous improvement initiatives
• Cross-Functional Coordination
  • Facilitate alignment between product priorities, engineering capacity, and design readiness
  • Ensure teams have the right information, context, and materials at every stage of delivery
  • Coordinate closely with designers to ensure UI/UX assets arrive on time and match feature scope
  • Work with QA to ensure test coverage, clear acceptance criteria, and quality in every release
  • Support operational tasks that keep the development organization running smoothly day-to-day
  • Support feature decomposition, backlog hygiene, design readiness reviews, and operational product processes
• Team Support & Structure
  • Promote accountability, clarity, and transparency across teams
  • Improve execution rhythm by helping teams stay organized and focused
  • Identify inefficiencies, bottlenecks, and gaps, and find process improvements
  • Help onboard new team members through clear workflows, documentation, and structure

Requirements

• 4+ years of experience in Delivery Management, Project Management, Product Operations, or a similar role in a fast-paced tech environment
• Strong understanding of software development processes across backend, frontend, and mobile
• Hands-on experience running sprints, planning releases, managing estimations, and coordinating multidisciplinary teams
• Strong ability to create structure, improve processes, and drive operational excellence
• Excellent organizational and communication skills — able to create clarity for others and manage multiple parallel streams of work
• Highly operational mindset — you thrive on execution, structure, and efficiency
• Ability to work closely with engineering leads, product teams, designers, and executives
• Experience in startups or high-velocity environments strongly preferred
• Proficiency with project management tools (e.g., ClickUp, Jira, Notion, Linear, or similar)
• Strong English communication skills (B2+); ability to work in multicultural teams

What We Offer

• A critical execution-focused role in a global digital product used by millions of users
• Close collaboration with engineering, product, design, and leadership teams
• A chance to build and shape the delivery and operational processes of a fast-growing company
• High ownership, real impact, and an opportunity to influence how Scrambly ships product
• Competitive compensation and a flexible working environment
• 15 days of paid vacation days
• 5 days of paid days off
• 5 days of paid sick leave
• Maternity/Paternity leave
• National holidays based on the country of your stay