Customer Support Specialist

Location: Remote - LATAM

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.

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.

• 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.

• 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 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.

• 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.

ScorePlay is revolutionizing sports media by transforming how content is captured, managed, and delivered. Founded in 2021, our AI-powered SaaS platform streamlines workflows for over 200 customers including top Premier League, Ligue 1, and LaLiga clubs, alongside major leagues and federations like UEFA, LFP, FIBA, and CAF.

With 3x year-over-year growth and 100% retention, we're backed by 20VC, Seven Seven Six, and elite athletes like Kevin Durant, Raphaël Varane, Mario Götze, Edouard Mendy, and more. ScorePlay is at the forefront of modern sports storytelling, with its approach to empower organizations through dynamic technology to connect athletes, broadcasters, and sponsors worldwide, empowering organizations to engage fans in real time.