Trading Support Operator EMEA (m/f/x)

GRID esports; Madrid; Presencial; EUR 26.000 - 42.000; Jornada completa

Descripción de la vacante

GRID esports in Madrid is seeking a customer-focused Support Operator to join the global support team. You will engage sportsbook customers, investigate issues, and help ensure timely resolutions to protect the integrity of GRID's Odds products.

Work closely with internal stakeholders to address queries, document findings, and contribute to knowledge bases while staying current on esports markets and trading workflows.

Formación

• Experience in customer-facing support, operations, or similar roles.
• Strong attention to detail and accuracy in handling queries.
• Excellent written and verbal communication skills in English.

Responsabilidades

• Act as the main contact for sportsbook customers regarding GRID's Odds products and trading services.
• Respond to queries and operational alerts in a timely manner.
• Assist customers with questions about fixture coverage, market availability, settlement, and product behavior.
• Gather and validate information to determine issue nature and impact.
• Escalate issues to internal teams when needed.
• Help improve GRID's product suite based on feedback and defects identified.
• Log and track operational, product, and service issues.
• Continuously develop esports knowledge to enhance service quality.
• Contribute daily to the knowledge base for GRID employees, partners, and customers.

Conocimientos

Customer-facing experience

Attention to detail

Written communication

Verbal communication

Fast learning

Problem solving

Team collaboration

Esports interest

Shift work availability

English proficiency

Herramientas

Slack

G-Suite

Jira

Teams

Descripción del empleo

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?

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 customer-facing Support Operators across the globe, where a professional client-first mentality is crucial to delivering customer service excellence.

You will work closely with sportsbook customers and internal stakeholders to support the delivery of GRID's Odds products and trading-related services.

You will be responsible for investigating customer queries and operational alerts, communicating directly with customers, and supporting the resolution of issues affecting GRID's Odds products.

What you will do

• Act as the primary point of contact for sportsbook customers regarding GRID's Odds products and trading-related services
• Respond to customer queries and operational alerts, ensuring issues are acknowledged and investigated in a timely manner
• Support customers with questions related to fixture coverage, market coverage, market availability, settlement, and product behavior
• Gather and validate information to determine the nature and impact of customer‑reported issues
• Escalate issues to the appropriate internal teams when necessary
• Help improve the GRID product suite based on customer feedback and defects you've identified
• Log and track operational, product, and service issues
• Continuously develop your knowledge of esports, sportsbook operations, betting markets, 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

• Previous experience in customer‑facing Support, Operations, or similar roles
• Strong attention to detail
• Excellent written and verbal communication skills
• Ability to learn new products, services, and operational workflows quickly
• Ability to investigate issues and gather relevant information
• Strong problem‑solving skills
• Experience with collaborative tools such as Slack, G‑Suite, Jira, and Teams
• Interest in esports, betting, or data‑driven products
• Ability to work effectively in a fast‑paced operational environment
• Available to work shifts and weekends if required
• Excellent written and spoken English, with other languages a plus

Nice to have

• Experience working in sportsbook, betting, or trading environments
• Understanding of betting markets and settlement processes
• Understanding of esports tournament structures, formats, and rules
• Experience supporting B2B customers
• Familiarity with data feeds, APIs, or technical products