Job Overview
Location
Western Europe - Remote
Job Type
Full-time
Category
Customer Support
Date Posted
April 3, 2026
Full Job Description
đź“‹ Description
- • Customer Support Specialist at ScorePlay Inc. plays a critical role in ensuring seamless media operations for elite sports organizations worldwide by providing responsive, technical support that directly impacts user satisfaction and platform reliability.
- • This role is essential to maintaining ScorePlay’s reputation as the AI-powered media infrastructure trusted by Premier League clubs, NBA and NFL teams, UEFA, FIBA, and major events like the Tour de France and Australian Open.
- • Day-to-day responsibilities include handling live chat support via Intercom, diagnosing and resolving technical issues related to bugs, workflow confusion, data errors, and user experience, managing ticket volume with effective prioritization during peak periods, and aiming for first-contact resolution.
- • The specialist will escalate unresolved issues by creating detailed Linear tickets with reproduction steps, screenshots, and logs, collaborate closely with Product and Engineering teams to drive resolutions, and proactively communicate updates back to customers.
- • They will contribute to internal and external knowledge bases by documenting recurring issues, improving FAQs and troubleshooting guides, refining support macros, and identifying documentation gaps to enhance team efficiency and customer self-service.
- • The role involves driving continuous improvement by analyzing support trends, identifying feature requests and pain points from customer interactions, suggesting process optimizations, and anticipating common issues before they escalate.
- • As a nice-to-have, the specialist may support AI-powered initiatives by reviewing chatbot conversations, contributing to conversational design, refining prompts, and improving deflection quality.
- • ScorePlay is a fast-growing, 50-person startup headquartered between New York and Paris, serving 300+ sports organizations with a mission to transform how sports media is managed and experienced globally.
- • The support team is small and agile (5 people), offering significant ownership and influence — ideal for someone who wants to help build processes and playbooks rather than just follow them.
- • Working remotely from Western Europe with hours set from Saturday to Wednesday, 7:00 AM – 3:00 PM UTC (adjusting to CET seasonal shifts), the role offers Thursdays and Fridays as fixed days off, enabling a strong work-life balance.
- • The person in this role will develop deep expertise in SaaS support, technical troubleshooting, cross-functional collaboration, and startup-scale operations while gaining exposure to cutting-edge AI applications in sports media.
- • They will have the opportunity to grow into a leadership or specialist role within support, product, or operations as ScorePlay scales, supported by a culture of learning, autonomy, and impact.
🎯 Requirements
- • 2+ years of experience in customer or technical support, preferably in a startup or fast-paced tech environment.
- • Proven ability to handle live chat support (e.g., Intercom) and manage ticket queues effectively under pressure.
- • Strong troubleshooting mindset with the ability to diagnose root causes, ask clarifying questions, and avoid surface-level solutions.
- • Excellent written English communication skills, capable of explaining technical concepts clearly to non-technical users.
- • Experience with tools such as Linear, Jira, Notion, or similar platforms is a plus.
- • Familiarity with AI chatbots, conversational design, or prompt engineering is a nice-to-have.
🏖️ Benefits
- • Fully remote role based in Western Europe with flexible hours aligned to CET (Saturday–Wednesday, 7:00 AM–3:00 PM UTC), offering Thursdays and Fridays as guaranteed days off.
- • Opportunity to work with world-class sports clients including Premier League and Ligue 1 clubs, NBA/NFL teams, UEFA, FIBA, and major global events like the Tour de France and Australian Open.
- • Join a high-growth, venture-backed startup ($20M+ raised) backed by elite investors and athletes such as Alexis Ohanian, Kevin Durant, and Giannis Antetokounmpo.
- • Be part of a small, impactful support team where you can help shape processes, documentation, and team culture from the ground up.
- • Exposure to AI-powered support initiatives and the chance to contribute to chatbot improvement and conversational design.
- • Work in an innovative sports-tech environment at the intersection of media, AI, and fan engagement.
Skills & Technologies
Remote
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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