Trading Support Operator EMEA (m/f/x)

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.

Requirements

What you will do Act as the primary point of contact for sportsbook customers regarding GRID's Odds products and trading-related servicesRespond to customer queries and operational alerts, ensuring issues are acknowledged and investigated in a timely mannerSupport customers with questions related to fixture coverage, market coverage, market availability, settlement, and product behaviourGather and validate information to determine the nature and impact of customer-reported issuesEscalate issues to the appropriate internal teams when necessaryHelp improve the GRID product suite based on customer feedback and defects you've identifiedLog and track operational, product, and service issuesContinuously develop your knowledge of esports, sportsbook operations, betting markets, and GRID products to enhance service quality and decision-makingContribute daily to our knowledge base to share your knowledge with GRID employees, partners and customersYour skills will includePrevious experience in customer-facing Support, Operations, or similar rolesStrong attention to detailExcellent written and verbal communication skillsAbility to learn new products, services, and operational workflows quicklyAbility to investigate issues and gather relevant informationStrong problem-solving skillsExperience with collaborative tools such as Slack, GSuite, Jira, and TeamsInterest in esports, betting, or data-driven productsAbility to work effectively in a fast-paced operational environmentAvailable to work shifts and weekends if requiredExcellent written and spoken English, with other languages a plusNice to haveExperience working in sportsbook, betting, or trading environmentsUnderstanding of betting markets and settlement processesUnderstanding of esports tournament structures, formats, and rulesExperience supporting B2B customersFamiliarity with data feeds, APIs, or technical productsHighlightsLove esports & helping clients? Join GRID as a Support Operator! Investigate queries, solve complex issues for sportsbooks, and champion customer success.Originally posted on Himalayas