Customer Support Specialist - Europe based at Scoreplay

ScorePlay is the AI-powered media infrastructure for sports, built to automate the content operations behind the world's biggest sports organizations. We work with 300+ leagues, competitions, teams and broadcasters – including Ligue 1 and Premier League clubs, NBA and NFL teams, the Tour de France, the Australian Open, and leading bodies like UEFA and FIBA – helping them turn every moment on and off the field into high-value, structured content. Our platform brings all their media into one place and makes it effortless to find, edit and share in seconds. Founded in 2021, we’re a 50-person team based between New York and Paris, growing 2x year over year with 98% retention. We’ve raised $20M+ from top investors including Alexis Ohanian and Harry Stebbing’s 20VC and elite athletes like Kevin Durant, Raphaël Varane, Mario Götze, Nico Rosberg and Giannis Antetokounmpo. If you’re passionate about sports and thrive in fast-paced environments - and you want to help shape how the next generation of fans experience sports, you’re in the right place. We’re on track to become the global leader in sports media, and this is definitely the best time to join our adventure. Location: Remote from Europe (or from our office in Paris !) Working Hours: Saturday to Wednesday, 7:00 AM – 3:00 PM UTC (adjusts to 9-5 local time in CET during winter, 8-4 during summer) Days Off: Thursday and Friday Role Overview: We are looking for a proactive, strategic Customer Support Specialist to join our growing team and support some of the world's leading sports organizations. On a daily basis, you'll provide hands-on technical support via live chat to teams working in professional sports environments. You'll diagnose, troubleshoot, and resolve issues reported by users, manage incoming tickets, and escalate bugs or complex cases when needed. Working in a fast-paced startup environment, you'll collaborate closely with Product and Engineering to ensure clubs, leagues, and federations can rely on ScorePlay for their day-to-day media workflows. We're a small support team of 5 with plenty still to figure out. If you're the kind of person who wants to help build the playbook, not just follow it, this role is for you! What you'll do: 1) Handle support tickets and customer issues - Respond to customer requests via live chat (through Intercom) with clear, professional communication. - Diagnose and troubleshoot issues (bugs, workflow confusion, data/platform mistakes, user error, connectivity/usage issues). - Provide step-by-step guidance and aim to resolve issues on first contact when possible. - Manage ticket volume and prioritize effectively during peak periods while maintaining quality. 2) Escalate effectively and collaborate with Product/Engineering - When an issue can't be resolved within support, create high-quality Linear tickets including context, impact, reproduction steps, and any relevant screenshots/logs. - Work with internal teams to clarify issues and follow through until resolution. - Communicate updates back to customers clearly and proactively. 3) Contribute to knowledge base and internal documentation - Document recurring issues and resolutions as you go (internal first, external later). - Help improve FAQs, troubleshooting guides, and support macros to reduce repeat work and increase consistency. - Flag gaps in documentation and propose improvements. 4) Drive continuous improvement and anticipate challenges - Proactively identify recurring pain points, feature requests, and product feedback based on real customer conversations. - Suggest and implement workflow/process improvements that help the team handle volume more consistently across shifts. - Anticipate common issues before they become widespread and propose preventive solutions. 5) Support AI-powered support initiatives (nice to have) - Help review and improve AI chatbot conversations to increase deflection quality. - Contribute to conversational design: designing workflows, refining prompts, and improving how the chatbot handles common issues. Why ScorePlay? Here are a few signs you might love working at ScorePlay: - You want to work in a sports-tech company supporting major sports brands and organizations. - You like being close to the product and solving real user problems every day. - You enjoy working in a startup environment: fast pace, changing priorities, lots to learn. - You want to join an international team that collaborates closely across time zones. What an ideal candidate looks like for us - 2+ years of experience in customer support / technical support (startup experience is a strong plus). - Comfortable handling live chat support and managing a ticket queue in a fast-moving environment. - Strong troubleshooting mindset: you dig into problems, ask the right questions, and don't stop at surface-level answers. - Proactive and autonomous: you don't just process tickets, you spot patterns, flag risks early, and take initiative to improve things around you. - Clear written English and strong communication skills (able to explain technical topics to non-technical users). - Experience with tools like Intercom, Linear/Jira, Notion, or similar is a plus (not required). - Experience with AI chatbots, conversational design, or prompt engineering is a plus. - Interest in sports / media / video workflows is a plus. We know many people hesitate to apply if they don’t meet every single requirement on a job description. If you’re interested in ScorePlay but not sure you tick all the boxes, we’d still love to hear from you, this could be the start of a great long-term collaboration.