Trading Support Operator, EMEA

GRID esports

Support Operator handling customer queries for GRID's esports betting products. Investigating issues and ensuring customer satisfaction in a fast-paced support environment.

Posted 7/3/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Attention To DetailAbility To Investigate IssuesAbility To Learn QuicklyAbility To Work In Fast-Paced Environment