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Trading Support Operator EMEA (m/f/x)

  • Remote
    • Berlin, Berlin, Germany
    • Prague, Praha, Hlavní město, Czechia
    • Budapest, Budapest, Hungary
    • Lisboon, Lisboa, Portugal
    • Bucharest, București, Romania
    • Belgrade, Beograd, Serbia
    • Madrid, Comunidad de Madrid, Spain
    • Sofia, Sofia, Bulgaria
    • Kyiv, Kyiv, Ukraine
    • Wroclaw, Dolnośląskie, Poland
    • Athens, Attikí, Greece
    • Rome, Lazio, Italy
    +11 more
  • Support
  • Europe, Remote

Love esports & helping clients? Join GRID as a Support Operator! Investigate queries, solve complex issues for sportsbooks, and champion customer success.

Job description

  • 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.

Job requirements

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 behaviour

  • 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, GSuite, 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

or

Details

Remote
  • Berlin, Berlin, Germany
  • Prague, Praha, Hlavní město, Czechia
  • Budapest, Budapest, Hungary
  • Lisboon, Lisboa, Portugal
  • Bucharest, București, Romania
  • Belgrade, Beograd, Serbia
  • Madrid, Comunidad de Madrid, Spain
  • Sofia, Sofia, Bulgaria
  • Kyiv, Kyiv, Ukraine
  • Wroclaw, Dolnośląskie, Poland
  • Athens, Attikí, Greece
  • Rome, Lazio, Italy
+11 more
Support
Europe, Remote

Benefits of working at GRID

  • 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



About our culture

  • Flexibility: Work from the place that inspires and motivates you the most! From our awesome Berlin/ Wroclaw offices to the comfort of your own home. Meet up in person with your colleagues every so often, making use of the travel opportunities GRID offers

  • Sustainability: We want our employees to be well-rested and able to perform effectively. We offer a generous vacation allowance (28+ days a year) and the opportunity to speak with professional counselors to support mental health, covered by the business

  • Pragmatic: GRID thrives on being rational, allowing us to make the best decisions rather than keeping to rigid processes and procedures that don’t work well for us

  • Fostering growth: Empowering employees who are determined to grow by providing a self-development budget and strong career advancement opportunities. Support from your teammates to guide and encourage you to grow in your desired professional field

  • Company culture: We believe a diverse industry is best served with an inclusive and diverse workforce. With people based in over 24 countries, our latest employee survey shows that more than 98% agree that GRID provides a supportive, effective remote work environment

    

About GRID

Founded in 2018 in Berlin, GRID offers the GRID Data Platform to the esports & games industry. Specializing in in-game and play-by-play data, GRID curates data for game developers and tournament organizers and leverages its data platform to unlock the potential of rights holders’ data assets for storytelling, fan engagement, and integrity.

GRID works with game publishers and esports tournaments to provide best-in-class data from 20+ games to commercial partners and fan communities around the world. Our exclusive partners include Riot Games, Ubisoft, Krafton, EFG, BLAST, the ACL and many more.

If you have the ambition and desire to work at the forefront of cutting-edge industry projects, then GRID is the place for you.

Apply today to find out more and begin your journey!

Research continues to show that women and other underrepresented candidates are less likely to apply unless they meet most or all listed qualifications. If you think you have what it takes, even if you don't meet every single point on the job descriptions, please still get in touch. We would love to have a chat and see if you could be a great fit!