Key skills
JiraCommunication
About this role
Role Overview
- 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
Requirements
- 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.
Benefits
- Flexible working conditions
- Mental health support
- Company and team-wide events
- Work travel opportunities with travel insurance
- Training and development budget
- High-quality Swag/ Merch