ScorePlay - Customer Support Specialist
Requirements
• 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. • 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). • Experience with tools like Intercom, Linear/Jira, Notion, or similar is a plus (not required). • Experience with AI chatbots, conversational design, or prompt engineering is a plus. • 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.
Responsibilities
• 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). • 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) Drive continuous improvement and anticipate challenges • Proactively identify recurring pain points, feature requests, and product feedback based on real customer conversations. • Suggest and implement workflow/process improvements that help the team handle volume more consistently across shifts. • Anticipate common issues before they become widespread and propose preventive solutions. • 5) Support AI-powered support initiatives (nice to have) • Help review and improve AI chatbot conversations to increase deflection quality. • Contribute to conversational design: designing workflows, refining prompts, and improving how the chatbot handles common issues.
Benefits
• 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 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.
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