Customer Service Representative Needed Remote

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.
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. 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)
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. 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!
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).
Manage ticket volume and prioritize effectively during peak periods while maintaining quality.
When an issue can't be resolved within support, create high‑quality Linear tickets including context, impact, reproduction steps, and any relevant screenshots/logs.
Help improve FAQs, troubleshooting guides, and support macros to reduce repeat work and increase consistency.
Suggest and implement workflow/process improvements that help the team handle volume more consistently across shifts.
5) Support AI‑powered support initiatives (nice to have)
Help review and improve AI chatbot conversations to increase deflection quality.
You want to work in a sports‑tech company supporting major sports brands and organizations.
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.
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).
Interest in sports / media / video workflows is a plus.