Trading Support Operator EMEA (m/f/x)

GRID

Contract type

Ongoing

Work mode

Remote

Experience

3 years

Job description

Support Operator role in GRID's global Support Organization, acting as primary point of contact for sportsbook customers on GRID's Odds products and trading-related services. The role focuses on investigating customer queries and operational alerts and resolving issues affecting the Odds products.

At a glance

Work mode: Remote
Languages: English – excellent written and spoken

What you'll 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 identified
Log and track operational, product, and service issues
Continuously develop knowledge of esports, sportsbook operations, betting markets, and GRID products to enhance service quality and decision-making
Contribute daily to the knowledge base to share knowledge with GRID employees, partners, and customers

What we're looking for

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

Your team

Support Organization

A team of customer-facing Support Operators across the globe, where a professional client-first mentality is crucial to delivering customer service excellence.

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