Support Operator EMEA (m/f/x)

GRID esports; Wrocław; On-site; PLN 60,000 - 90,000; Full time

Job summary

GRID esports is seeking a customer-focused support professional to join our global team. You will assist with complex customer issues, configure data feeds with tournament organizers, and ensure timely data delivery across Slack, Discord, Telegram, and Teams.

You’ll collaborate with partners and customers in esports, media, and betting sectors, escalating to engineering when needed. The role requires strong written and spoken English, weekend shifts if required, and a passion for competitive

Qualifications

• Strong customer-first mindset.
• Interest in competitive video games.
• Understanding of esports tournament structures formats and rules.
• Previous experience in customer-facing support roles.
• Familiarity with collaborative tools such as Slack, GSuite, Discord, Teams.
• Some level of computer science knowledge is a plus.

Responsibilities

• 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 and uninterrupted delivery to clients.
• Identify and resolve real-time data discrepancies or feed issues, escalating when necessary.
• Communicate with clients to resolve operational or data questions across multiple channels.
• Help improve GRID product suite based on customer feedback and defects identified.
• Log and track data quality and process issues.
• Continuously develop knowledge of esports titles and GRID products to enhance service quality.
• Contribute daily to our knowledge base to share knowledge with GRID employees, partners, and customers.

Skills

Customer-first mindset

Competitive gaming interest

Esports knowledge

Customer-facing support

Slack/Discord/Teams familiarity

English proficiency

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?

Job Description

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