Customer Support Specialist

This is a fully remote position, open to applicants in Czechia.

📋 Description

• Serve as the primary contact for international B2B clients during live trading activities.

• Provide concise, evidence-supported updates under tight deadlines.

• Analyze live data utilizing back-office tools, including Grafana, Freya, and log outputs.

• Validate market conditions, assess odds, review JSON payloads, and address settlement conflicts.

• Manage multi-client incident responses through incident.io.

• Elevate incidents with Trading, Product, Risk, and Customer Success teams.

• Conduct match integrity assessments and verify tournament alignments.

• Modify game parameters as necessary.

• Ensure precise documentation in Jira and HubSpot.

• Collaborate with global offices, such as those in Prague and Lima, for organized shift transitions.

• Contribute to maintaining seamless 24/7 operations.

⛳️ Requirements

• Strong knowledge of esports games, match formats, and live betting processes (fixtures, odds, market states, bet settlements).

• Comfortable navigating back-office interfaces.

• Proficient in reading JSON responses.

• Familiarity with browser developer tools.

• Basic skills in API troubleshooting.

• Fluent in spoken and written English.

• Methodical in identifying root causes, examining evidence, and prioritizing critical operational matters.

• Willingness to work rotating shifts, including weekends, in a 24/7 live environment.

🏝️ Benefits

• Opportunity for rapid advancement to Senior Customer Support Specialist or Team Lead positions.

• Access to modern incident management, monitoring, and ticketing processes.

• Utilization of AI tools to enhance efficiency in routine tasks.

• High-profile ownership and direct impact on client trust.