You'll play a key role in ensuring smooth operations for professional sports teams using our platform. Working primarily through live chat, you'll provide timely, clear support to users, diagnosing technical issues and guiding them through solutions with precision and care.
What You'll Do
- Respond to customer inquiries in real time via chat, delivering accurate and professional support.
- Investigate and resolve technical problems including bugs, workflow challenges, user errors, and connectivity issues.
- Strive to resolve cases during the first interaction, offering step-by-step assistance when needed.
- Log detailed tickets in Linear for unresolved issues, including reproduction steps, context, and supporting materials.
- Collaborate with Product and Engineering teams to track issues to resolution and communicate updates to users.
- Identify recurring problems and contribute to internal documentation, FAQs, and support templates.
- Propose improvements to existing workflows, documentation, and self-service tools like AI chatbots.
- Help refine chatbot interactions by reviewing conversations and enhancing prompt design.
- Spot trends in user feedback and escalate product suggestions or systemic gaps.
Requirements
- At least two years of experience in technical or customer support, preferably in a startup setting.
- Proven ability to manage live chat and ticketing systems in high-velocity environments.
- Strong problem-solving skills with a habit of digging beyond surface-level symptoms.
- Self-motivated mindset—you take initiative to improve processes without waiting to be asked.
- Excellent written English with the ability to explain technical concepts clearly to non-technical users.
Preferred Qualifications
- Familiarity with Intercom, Linear, Jira, or Notion.
- Experience working with AI-driven chat systems or conversational design.
- Interest in sports, media, or video production workflows.
Benefits
- Remote work from anywhere in Europe or in-office in Paris.
- Work schedule: Saturday to Wednesday, 7:00 AM – 3:00 PM UTC (aligns with 8–4 or 9–5 local time in CET).
- Fixed days off: Thursday and Friday.
- Be part of a global team that works closely across time zones.
- Engage directly with the product and solve real user challenges daily.
- Grow within a dynamic startup environment where learning and adaptation are constant.
- Support major sports organizations and contribute to shaping the future of fan experiences.
