Trading Support Operator EMEA

GRID eSports GmbH; United States; A distancia; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

GRID eSports GmbH is seeking a proactive Support Operator to assist sportsbook customers and internal stakeholders with GRID's Odds products. You will investigate queries and operational alerts, communicate clearly with customers, and help resolve issues affecting GRID's trading-related services.

Join a global, customer-first Support Organization and continuously expand knowledge of esports, betting markets, and product behavior. Weekend shifts may be required in a fast-paced environment.

Formación

• Previous experience in customer-facing Support, Operations, or similar roles.
• Excellent written and verbal communication skills.
• Ability to learn new products, services, and 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 in a fast-paced operational environment.
• Willingness to work shifts and weekends if required.
• Excellent written and spoken English; other languages a plus.
• 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.

Responsabilidades

• Act as the primary contact for sportsbook customers regarding GRID's Odds products.
• Respond to customer queries and operational alerts in a timely manner.
• Support customers with questions on fixture coverage, market coverage, and settlement.
• Gather and validate information to determine issue nature and impact.
• Escalate issues to internal teams when necessary.
• Help improve GRID product suite from customer feedback and defects identified.
• Log and track operational, product, and service issues.
• Develop knowledge of esports, sportsbook operations, betting markets, and GRID products.

Conocimientos

Customer-facing experience

Attention to detail

Excellent written and verbal comms

Fast learner

Investigate issues

Problem solving

English proficiency

Ability to work in fast-paced ops

Willingness to work shifts/weekends

Team collaboration

Herramientas

Slack

G-Suite

Jira

Teams

Descripción del empleo

Описание:

• 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.

Задачи:

• 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

Требования:

• 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
• 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