[Hiring] Customer Support Specialist @Oddin

Role Description

As a Customer Support Specialist, you will help us drive our growth by:

• Be the Frontline Voice: Act as the dedicated point of contact for global B2B clients during live trading events, delivering clear, evidence-backed updates under time pressure.
• Investigate Live Data: Dig directly into back-office tools, Grafana, Freya, and log outputs to verify market states, analyze odds, check JSON payloads, and resolve settlement disputes.
• Manage Live Incidents: Coordinate multi-client incident responses via incident.io, driving clear updates and conducting seamless escalations with Trading, Product, Risk, and Customer Success.
• Uphold Integrity & Accuracy: Perform match integrity checks, confirm tournament alignments, update game parameters, and maintain accurate documentation in Jira and HubSpot.
• Execute Shift Handovers: Collaborate with global offices (including Prague and Lima) to deliver structured shift handovers that keep 24/7 operations running flawlessly.

Qualifications

• Solid understanding of esports titles, match formats, and live betting workflows (fixtures, odds, market states, bet settlements).
• Comfort working with back-office interfaces, reading JSON responses, using browser developer tools, and applying basic API troubleshooting steps.
• Fluent spoken and written English with the ability to communicate technical and trading issues clearly, calmly, and concisely to international partners.
• A structured approach to isolating root causes, analyzing evidence, and prioritizing urgent operational issues.
• Readiness to work rotating shifts, including weekends, in a 24/7 live environment.

Benefits

• Join a newly formed core team of 6 Customer Support Specialists with high visibility and direct influence on client trust.
• Fast-track potential into Senior Customer Support Specialist or Team Lead roles as our global operations scale.
• Work with modern incident management, monitoring, and ticketing workflows, leveraging AI tools to streamline routine tasks.