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 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