Customer Support Specialist

ScorePlay

full-time

Posted on: 4/3/2026

Location Type: Remote

Location: France

✨ AI Apply

About the role

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.
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.
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.
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.
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.

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.

Benefits

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdiagnosing issuesworkflow improvementsconversational designprompt engineering

Soft Skills

clear communicationproactive mindsetautonomous workproblem-solvingpattern recognition