Customer Support Specialist

Quick Facts

• Role: Customer Support Specialist

• Work model: Remote (rotating shifts), 24/7 coverage

• Focus: Live esports trading support for global B2B clients

Description

You will act as the frontline point of contact for B2B clients during live trading events, delivering clear, evidence-backed updates under time pressure. You’ll investigate market states using back-office tools, Grafana, Freya, and logs, analyze odds, review JSON payloads, and resolve settlement disputes. You’ll coordinate live incidents, maintain match integrity and accurate documentation in Jira and HubSpot, and complete structured shift handovers.

Responsibilities

• Provide real-time client updates during live trading events

• Investigate live market data and settlement issues using internal tools and logs

• Coordinate multi-client incident responses and escalations with Trading, Product, Risk, and Customer Success

• Perform match integrity checks, tournament alignment verification, and game parameter updates

• Maintain documentation in Jira and HubSpot

• Conduct structured shift handovers to support 24/7 operations

Requirements

• Solid esports & betting knowledge (titles, match formats, live betting workflows)

• Technical investigative mindset (back-office tools, JSON, browser developer tools, basic API troubleshooting)

• Exceptional English communication (clear, calm, concise)

• Methodical problem-solving to isolate root causes and prioritize urgent operational issues

• Availability for rotating shifts including weekends in a 24/7 environment

Benefits

• High impact: join a core team with direct influence on client trust

• Clear career growth: potential to move toward Senior Customer Support Specialist or Team Lead

• Modern stack: incident management, monitoring, and ticketing workflows with AI tools