Support Operator Latam (M/F/X)

GRID eSports GmbH; São Paulo; Presencial; BRL 45.000 - 78.000; Jornada completa

Descripción de la vacante

GRID eSports GmbH is seeking a proactive Support Agent to help customers with complex issues and champion a customer-first approach. You will join a global team of 10+ agents and engage with partners and players during tournaments to ensure smooth operations.

You will respond across email, Slack, Discord, Telegram, and Teams, log data issues, and escalate to engineering when needed. A strong English communicator with weekend availability and an interest in esports is essential.

Formación

• Customer-focused approach required with experience in support roles.
• Interest in competitive video games (CS2, Valorant, Dota 2, PUBG).
• Understanding esports tournament formats, rules, and structures.
• Experience assisting customers across multiple communication channels.
• Proficient with Slack, GSuite, Discord and Teams.
• Some computer science knowledge is a plus.

Responsabilidades

• Collaborate with tournament organizers to ensure correct data capture.
• Monitor live data feeds for accuracy and uninterrupted delivery.
• Identify data issues, delays, or discrepancies and escalate when needed.
• Communicate with clients across email, Slack, Discord, Telegram and Teams.
• Help improve GRID products based on customer feedback and defects observed.
• Log and track data quality and process issues.
• Continuously learn esports titles and GRID products to improve service.
• Contribute to the knowledge base for GRID staff, partners, and customers.

Conocimientos

Customer-first mindset

Competitive gaming interest

Esports tournament knowledge

Customer-facing experience

Slack experience

GSuite experience

Discord/Teams familiarity

Weekend shift availability

English communication

Computer science basics

Herramientas

Slack

GSuite

Discord

Teams

Descripción del empleo

• Do you enjoy helping customers with complex issues?

• Are you a champion of customer-first processes?

• Do you have an interest in competitive video gaming?

• Are you able to work on weekends?

If the answers to the above questions are yes, then this role could be ideal for you!

In this role, you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe, where a professional client-first mentality is crucial to delivering customer service excellence.

You will be involved in various activities before, during, and after esports tournaments, working with our partners (Tournament Organizers, Game Publishers) and customers (which include esports, media, and betting household names) to ensure tournaments are running smoothly and relevant game data is properly captured, processed, and distributed in a timely manner.

You will play a key role in identifying, documenting, and reporting technical and data issues. You will engage with customers through email, Slack, Discord, Telegram, and Teams to ensure customers' questions and issues are quickly acknowledged and resolved as soon as possible or escalated to the engineering team if needed.

What you will do

• Collaborate with esports tournament organizers to ensure content is correctly configured for GRID to collect and distribute official data

• Monitor live esports data feeds to ensure accuracy, integrity, and uninterrupted delivery to clients

• Identify and resolve real-time data discrepancies, delays, or feed issues, escalating when necessary

• Communicate directly with clients to resolve operational or data-related questions across multiple channels

• Help improve the GRID product suite based on customer feedback and defects you’ve identified.

• Log and track data quality and process issues

• Continuously develop your knowledge of esports titles and GRID products to enhance service quality and decision-making

• Contribute daily to our knowledge base to share your knowledge with GRID employees, partners, and customers

Your skills will include

• A strong customer-first mindset

• An interest in competitive video games (CS2, Valorant, Dota 2, PUBG with other games a plus)

• Understanding of esports tournament structures, formats and rules

• Previous experience in customer-facing Support roles

• Experience with collaborative tools such as Slack, GSuite, Discord, Teams

• Some level of computer science knowledge would be a plus

• Available to work shifts and weekends if required

• Excellent written and spoken English, with other languages a plus