ScorePlay is the **AI media platform for sports**, built to power the stories that **connect clubs, athletes and fans**. We work with **270\+ clubs, leagues and federations** – 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 content that fuels their communities**. 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 **45\-person** team based between **New York** and **Paris**, growing **3x year over year** with almost **100% retention**. We’ve raised **$20M\+** from top investors including Alexis Ohanian 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**. **Overview** ------------ **Location:** Remote, from LATAM **Work schedule** : Saturday to Wednesday **Hours** : 8am \- 4pm EST We are looking for a motivated Customer Support Specialist to join our growing team and support some of the **world’s leading sports organizations**. In this role, you’ll handle customer issues on a daily basis, providing hands\-on technical support via live chat to **teams working in professional sports environments.** You’ll be responsible for **diagnosing**, **troubleshooting**, and **resolving issues** reported by users, **managing incoming tickets**, and **escalating 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. **What you’ll do :** -------------------- **1\) Handle support tickets and customer issues** * Respond to customer requests via live chat (and sometimes email) 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\) Support continuous improvement (lightweight, pragmatic)** * Share recurring pain points, feature requests, and product feedback based on real customer conversations. * Suggest workflow/process improvements that help the team handle volume more consistently across shifts. **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 prefer a role where you can **build expertise** quickly through high ticket volume and varied cases. * 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 :** ----------------------------------------------- * 1–2\+ 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. * Clear written English and strong communication skills (able to explain technical topics to non\-technical users). * Reliable and autonomous during your shift (stable internet connection, ability to fully own coverage). * Experience with tools like **Intercom**, **Linear/Jira**, **Notion**, or similar is a plus (not required). * 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****.* *We’re also committed to building a* ***diverse, inclusive team*** *where everyone feels safe and respected. ScorePlay is an* ***equal opportunity employer****: we welcome applications regardless of gender, sexual orientation, origin, disability, or any other aspect of what makes you, you. Different perspectives make us stronger, and a much more fun team to work with.*