Support Operator LATAM (m/f/x)

GRID esports; São Paulo; On-site; BRL 60,000 - 90,000; Full time

Job summary

GRID esports in São Paulo is seeking a customer-focused Support Agent to help deliver excellent service for esports tournaments and data delivery. You will work with partners and customers to ensure data is captured, processed, and distributed accurately and on time.

You will engage with clients via email, Slack, Discord, Telegram, and Teams, identify issues, escalate to engineering when needed, and continuously expand your knowledge of GRID products and esports titles to improve service quality.

Qualifications

• Previous experience in customer-facing Support roles.
• Excellent written and spoken English.
• Ability to work shifts and weekends if required.
• Interest in competitive video games and esports.
• Familiarity with esports tournament structures and rules.

Responsibilities

• Collaborate with esports tournament organizers to ensure content is configured for GRID data collection and distribution.
• Monitor live esports data feeds for accuracy, integrity, and uninterrupted delivery to clients.
• Identify and resolve real-time data discrepancies or feed issues, escalating as needed.
• Communicate with clients to resolve operational or data questions across multiple channels.
• Help improve GRID product suite based on customer feedback and detected defects.
• Log and track data quality and process issues.
• Develop knowledge of esports titles and GRID products to enhance service quality.
• Contribute to the knowledge base to share insights with GRID employees, partners, and customers.

Skills

Customer-first mindset

Interest in competitive video games

Excellent English

Weekend availability

Esports knowledge

Client-facing support experience

Tools

Slack

GSuite

Discord

Teams

Job description

• 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?

Job Description

• 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.

Job Requirements

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