Shape the future of sports fan experiences by providing expert technical support to top-tier sports organizations. In this role, you’ll be the frontline problem-solver, helping clients navigate complex media workflows through clear, effective communication and deep technical troubleshooting.
What You’ll Do
- Handle live customer inquiries via chat, diagnosing technical issues ranging from platform errors to connectivity problems and user confusion.
- Resolve support tickets efficiently, aiming for first-contact resolution while documenting steps and outcomes thoroughly.
- Escalate complex bugs or system issues by creating detailed reports with reproduction steps, logs, and context for engineering teams.
- Collaborate closely with Product and Engineering to track issues to resolution and keep clients informed with timely updates.
- Identify recurring challenges and work to eliminate them—by improving documentation, refining support tools, or enhancing self-service options.
- Contribute to the development of AI-powered chatbot interactions, refining prompts and conversational flows to increase automation success.
- Help build better user guidance by updating FAQs, troubleshooting resources, and internal knowledge bases.
What We’re Looking For
- At least two years of experience in technical or customer support, ideally in a fast-moving startup environment.
- Proven ability to manage a live chat queue and ticketing system under pressure without sacrificing clarity or quality.
- A natural curiosity when solving problems—you dig beyond symptoms to uncover root causes.
- Excellent written English skills, with the ability to explain technical details in simple, actionable terms.
- Self-driven initiative: you notice gaps, flag inefficiencies, and take steps to improve processes without waiting to be asked.
Working Environment
This role operates remotely across Europe or from our Paris office, following a consistent UTC-based schedule: Saturday to Wednesday, 7:00 AM – 3:00 PM UTC. This shifts slightly with daylight saving to align with local CET hours. You’ll enjoy Thursday and Friday off each week.
You’ll work within a collaborative, international team solving real user challenges daily. The environment is fast-paced, with evolving priorities and continuous learning opportunities. Our tools include Intercom, Linear, Jira, and Notion.
Why This Matters
You’ll support platforms used by major sports brands, directly influencing how fans engage with content. With high employee retention and rapid year-over-year growth, this is a chance to grow alongside an innovative team redefining sports media workflows.
