1st & 2nd Level Customer Support – Football Scouting Platform (Remote)

About us: ScoutBridge is a European football scouting platform used by clubs,
agents and players.
Your role:
1st level (user-facing): - Answer support requests (e-mail/chat) about
accounts, uploads, subscriptions/payments and general questions - Solve standard
cases yourself using our runbook (FAQ + step-by-step solutions) - Keep a simple log of
all tickets and what solved them (this improves our runbook every week)
2nd level (technical): - Reproduce reported bugs step by step and
document them so developers can fix them without follow-up questions - Check logs
and admin dashboard (read-only) to narrow down causes: upload failures, payment/
subscription states, processing status - Provide workarounds to users while a fix is
pending; verify fixes after deployment - Escalate only what truly needs a developer,
with severity assessment (critical/high/normal)

Requirements: - Very good written English - Solid technical understanding: browser dev-tools basics, reading
logs, describing bugs precisely - Friendly, patient, structured – you close tickets
instead of bouncing them - Football interest is a plus · 15–25 hrs/week with agreed
response windows (CET overlap)

Pay: $3.50/hr probation, up to $5.00/hr with good performance (2nd-level skills
justify the upper end). Long-term position.
How to apply: Start with the word "KICKOFF" and include: (1) a short sample reply
to this ticket: "I uploaded my video an hour ago and it still doesn't show. This platform
is a joke." (2) one example of a bug you once tracked down and how, (3) your available
hours (CET).