Customer Support Specialist

This is a fully remote position, open to applicants in France.

📋 Description

• Engage with customer inquiries through live chat (via Intercom) using clear and professional communication.

• Identify and resolve issues (such as bugs, workflow confusion, data/platform errors, user mistakes, connectivity, and usage problems).

• Offer step-by-step assistance and strive to resolve issues during the first contact whenever possible.

• Manage ticket volumes effectively and prioritize tasks during busy periods while ensuring quality service.

• For unresolved issues, create detailed Linear tickets that include context, impact, reproduction steps, and any pertinent screenshots/logs.

• Collaborate with internal teams to clarify issues and ensure follow-through until resolution.

• Clearly and proactively communicate updates to customers.

• Document recurring issues and their resolutions as they arise (first for internal use, then for external use).

• Assist in enhancing FAQs, troubleshooting guides, and support macros to decrease repetitive tasks and boost consistency.

• Identify gaps in documentation and suggest improvements.

• Proactively recognize recurring pain points, feature requests, and product feedback based on genuine customer interactions.

• Recommend and implement workflow/process enhancements that enable the team to manage volume more consistently across shifts.

• Anticipate common problems before they escalate and propose preventive measures.

• Assist in reviewing and improving AI chatbot interactions to enhance deflection quality.

• Contribute to conversational design by designing workflows, refining prompts, and optimizing how the chatbot addresses common issues.

⛳️ Requirements

• A minimum of 2 years of experience in customer support or technical support (experience in a startup is a significant advantage).

• Comfortable with live chat support and managing a ticket queue in a fast-paced environment.

• Strong troubleshooting skills: able to delve into problems, ask pertinent questions, and avoid settling for surface-level answers.

• Proactive and self-sufficient: not just processing tickets, but also identifying patterns, flagging potential risks early, and taking initiative to enhance processes around you.

• Proficient in written English with strong communication abilities (capable of explaining technical matters to non-technical users).

• Familiarity with tools like Intercom, Linear/Jira, Notion, or similar is a plus (but not mandatory).

• Experience with AI chatbots, conversational design, or prompt engineering is advantageous.

• An interest in sports, media, or video workflows is a plus.

🏝️ Benefits

• Opportunity to work in a sports-tech company that supports major sports brands and organizations.

• Enjoy being close to the product and addressing real user challenges on a daily basis.

• Thrive in a startup environment characterized by a fast pace, shifting priorities, and ample learning opportunities.

• Join an international team that collaborates effectively across different time zones.