Customer Support Specialist

Oddin; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Oddin.gg, the global leader in esports data science, is seeking a Customer Support Specialist to be the frontline voice for our global B2B clients during live trading events. You will investigate live data with Grafana, Freya, and log outputs, verify market states, resolve settlements, and coordinate multi-client incident responses via incident.io.

In addition, you will perform match integrity checks, update game parameters, and deliver structured shift handovers across 24/7 operations;

Qualifications

• Solid understanding of esports titles, match formats, and live betting workflows.
• Fluent spoken and written English with clear communication to international partners.
• Structured problem-solving approach to isolate root causes and priority urgent issues.

Responsibilities

• Be the frontline voice for global B2B clients during live trading events.
• Investigate live data using Grafana, Freya, and log outputs to verify market states and settlements.
• Coordinate multi-client incident responses via incident.io with cross-functional teams.
• Perform match integrity checks, update game parameters, and document in Jira and HubSpot.
• Deliver structured shift handovers across 24/7 operations with global offices.

Skills

Esports knowledge

Communication skills

Problem solving

Shift flexibility

Tools

Grafana

Freya

incident.io

Jira

HubSpot

Job description

Oddin.gg is the global leader in esports data science. Recognized as the fastest-growing tech company in Central Europe by Deloitte in 2024 and 2025, we provide cutting-edge esports betting solutions worldwide. As our company rapidly expands that’s why we’re looking for a Customer Support Specialist to help us drive our growth!

Your Position on the Board

Be the Frontline Voice: Act as the dedicated point of contact for global B2B clients during live trading events, delivering clear, evidence-backed updates under time pressure.

Investigate Live Data: Dig directly into back-office tools, Grafana, Freya, and log outputs to verify market states, analyze odds, check JSON payloads, and resolve settlement disputes.

Manage Live Incidents: Coordinate multi-client incident responses via incident.io, driving clear updates and conducting seamless escalations with Trading, Product, Risk, and Customer Success.

Uphold Integrity & Accuracy: Perform match integrity checks, confirm tournament alignments, update game parameters, and maintain accurate documentation in Jira and HubSpot.

Execute Shift Handovers: Collaborate with global offices (including Prague and Lima) to deliver structured shift handovers that keep 24/7 operations running flawlessly.

Our Idea of You

Esports & Betting Knowledge: solid understanding of esports titles, match formats, and live betting workflows (fixtures, odds, market states, bet settlements).

Exceptional Communication: Fluent spoken and written English with the ability to communicate technical and trading issues clearly, calmly, and concisely to international partners.

Methodical Problem-Solving: A structured approach to isolating root causes, analyzing evidence, and prioritizing urgent operational issues.

Shift Flexibility: Readiness to work rotating shifts, including weekends, in a 24/7 live environment.

• In-Person Onboarding: Ability to attend a 1-week offline onboarding period in Prague

Why Join Oddin.gg?

High Impact: Join a newly formed core team of 6 Customer Support colleagues with high visibility and direct influence on client trust.

Clear Career Growth: Fast-track potential into Senior Customer Support Specialistor Team Lead roles as our global operations scale.

Modern Stack: Work with modern incident management, monitoring, and ticketing workflows, leveraging AI tools to streamline routine tasks.