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