Customer Support Specialist (Sports Tech)

TL;DR

Customer Support Specialist (Sports Tech): Handling customer issues and providing technical support via live chat to sports organizations with an accent on diagnosing, troubleshooting, and resolving issues. Focus on managing incoming tickets, escalating complex cases, and collaborating with Product and Engineering to ensure reliable media workflows.

Location: Remote / Flexible - Europe

Company

hirify.global is an AI-powered SaaS platform revolutionizing sports media content management for over 200 customers, including top sports clubs, leagues, and federations.

What you will do

• Respond to customer requests via live chat and email with clear, professional communication.
• Diagnose and troubleshoot issues related to bugs, workflow, data, or usage, providing step-by-step guidance.
• Manage ticket volume, prioritize effectively, and aim for first-contact resolution during peak periods.
• Escalate unresolved issues to Product and Engineering by creating high-quality Linear tickets with full context.
• Document recurring issues and resolutions to contribute to the knowledge base and internal documentation.
• Share customer feedback, pain points, and suggest workflow improvements to the team.

Requirements

• 1–2+ years of experience in customer support or technical support, with startup experience a strong plus.
• Comfortable handling live chat support and managing a ticket queue in a fast-moving environment.
• Strong troubleshooting mindset to thoroughly investigate problems and ask the right questions.
• Clear written English and strong communication skills to explain technical topics to non-technical users.
• Reliable and autonomous during your shift, with a stable internet connection for full coverage.

Nice to have

• Experience with tools like Intercom, Linear/Jira, or Notion.
• Interest in sports, media, or video workflows.

Culture & Benefits

• Work in a sports-tech company supporting major sports brands and organizations.
• Opportunity to be close to the product and solve real user problems daily.
• Build expertise quickly through high ticket volume and varied cases.
• Join an international, fast-paced startup environment that collaborates closely across time zones.

Hiring process

• Initial application and screening.
• Managerial and technical assessments, including a case study.
• Cultural fit and founder's chat, followed by reference calls.