Customer Support Specialist

ScorePlay Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Specialist at ScorePlay, you will be at the forefront of empowering some of the world's most prestigious sports organizations. You'll be the crucial link between our innovative AI media platform and the professional teams, leagues, and federations that rely on it to tell their stories and engage their fans. This role is designed for individuals who are passionate about sports, thrive in dynamic startup environments, and possess a natural aptitude for problem-solving and clear communication. You will be instrumental in ensuring our clients, from Ligue 1 and Premier League clubs to NBA and NFL teams, have a seamless experience with ScorePlay, enabling them to effortlessly find, edit, and share content that fuels their communities.
• Your primary responsibility will be to provide exceptional, hands-on technical support to users operating within demanding professional sports environments. This involves expertly managing incoming support tickets and customer inquiries, primarily through live chat, and occasionally via email. You will be expected to respond with clarity, professionalism, and a deep understanding of the user's needs, aiming for first-contact resolution whenever possible. This requires a proactive and empathetic approach, ensuring that every interaction reinforces the value and reliability of the ScorePlay platform.
• A core aspect of this role is your ability to diagnose and troubleshoot a wide range of issues. This includes identifying and resolving software bugs, clarifying workflow confusion, rectifying data platform mistakes, addressing user error, and troubleshooting connectivity or usage problems. You will need to develop a strong understanding of the ScorePlay platform's functionalities and common user challenges to effectively guide users through solutions. This diagnostic skill is paramount to maintaining client satisfaction and trust.
• Beyond direct customer interaction, you will play a vital role in bridging the gap between customer feedback and product development. When an issue cannot be resolved directly by the support team, you will be responsible for escalating these cases to the Product and Engineering teams. This escalation process requires meticulous attention to detail, involving the creation of high-quality tickets that include comprehensive context, clear articulation of the issue's impact, precise reproduction steps, and any relevant screenshots or logs. Your ability to effectively communicate complex technical issues to internal teams will be critical for timely and accurate resolutions.
• Collaboration is key in this fast-paced startup. You will work closely with Product and Engineering teams to ensure that our clients, including major sports entities like UEFA and FIBA, can consistently rely on ScorePlay for their critical day-to-day media workflows. This collaborative effort extends to proactively communicating updates and resolutions back to the customers, keeping them informed and confident in our support.
• Contributing to the collective knowledge base is another significant facet of this role. You will be encouraged to document recurring issues and their solutions, initially for internal use and later to help build external-facing resources. This proactive documentation will help improve our FAQs, troubleshooting guides, and support macros, leading to increased efficiency, consistency, and a reduction in repetitive tasks. Identifying gaps in existing documentation and proposing improvements will be highly valued.
• You will also be a key contributor to the continuous improvement of our product and support processes. By sharing recurring pain points, feature requests, and valuable product feedback derived from your direct interactions with customers, you will provide essential insights that shape the future of ScorePlay. Furthermore, you will have the opportunity to suggest workflow process improvements that enhance the team's ability to handle support volume consistently and effectively across different shifts.
• This role offers a unique opportunity to gain deep expertise in sports-tech and media workflows, working with cutting-edge AI technology. You will be part of a rapidly growing company that has secured significant investment from prominent figures in the sports and tech worlds, including Kevin Durant and Alexis Ohanian. Joining ScorePlay means becoming part of a mission to define how the next generation experiences sports, positioning yourself at the forefront of a company poised to become the global leader in sports media. This is an exciting time to join our international team, collaborate across time zones, and contribute to a product that is revolutionizing the sports industry.

🎯 Requirements

• 1-2 years of experience in customer support or technical support, with startup experience being a strong plus.
• Proven ability to handle live chat support and manage a ticket queue effectively in a fast-paced environment.
• Strong troubleshooting mindset with a knack for digging into problems, asking the right questions, and finding root causes.
• Excellent written English communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Reliable and autonomous, with a stable internet connection and the ability to manage your shift independently.

🏖️ Benefits

• Opportunity to work in a fast-growing sports-tech company with major global sports brands.
• Be part of an international team with a strong collaborative culture.
• Gain expertise in AI, media workflows, and the sports industry.
• Competitive compensation and the chance to grow with a well-funded startup.
• Remote work flexibility within the LATAM region.

Skills & Technologies

Remote

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ScorePlay Inc.

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About ScorePlay Inc.

ScorePlay Inc. provides cloud-based media asset management tailored for sports organizations. Its platform automates ingestion, AI tagging, and distribution of photos and videos to athletes, partners, and fans while enforcing rights and branding rules. Centralized search, real-time sharing links, and analytics help clubs, leagues, and federations maximize content value across social, broadcast, and sponsorship channels.

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