Customer Support Specialist

Score Play 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
.

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 Score Play for their day‑to‑day media workflows.

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.

Here are a few signs you might love working at Score Play:

• 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.

• 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…