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Customer Support Specialist at ScorePlay. Remote Location: LATAM - remote. 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.