[Hiring] Support Manager South America @GRID eSports GmbH

Role Description

As a Customer Support Manager at GRID, you will lead a global Support team responsible for ensuring the quality, accuracy, and timeliness of our live esports data flows. You’ll guide a diverse group of professionals working 24/7 across multiple regions, helping them excel in a fast-paced, high-impact environment.

Your role blends people leadership, operational oversight, and customer-centric decision making. You will build processes that scale sustainably, strengthen cross-team collaboration, and elevate the overall Support experience for our partners and customers. You will also act as a key point of escalation during high-priority operational moments, ensuring smooth resolution and clear communication.

Success in this role means shaping a culture where clarity, ownership, and collaboration thrive. You will be instrumental in improving how we work, how we communicate, and how we deliver exceptional service in one of the most dynamic industries in the world.

What you will do

• People management:
  • Recruiting and onboarding new members of the global Support Team
  • Employee goal-setting and performance management
  • Employee development and career management
  • Managing conflicts and tensions within the team
  • Weekly 1-1 with each team member
• Organization:
  • Managing shifts and absences to ensure proper staffing for our 24/7 operations
  • Communicating and collaborating with other Teams at GRID
  • Managing Support Processes (Design, Improvement, Measurement)
  • Driving a culture of collaboration and knowledge sharing inside and outside of the team
  • Leading and contributing to initiatives aimed at improving the efficiency of the Support Team
• Customer Experience:
  • Ensuring communications and responsiveness of the team are meeting our standards
  • Managing customer escalation and sensitive customer and partner communications
  • Escalating critical issues to the appropriate leaders in the GRID organization
• Reporting:
  • Providing regular reports on key Support activities and the performance of the Support Team
  • Providing regular reports on other business activities

Qualifications

• Prior experience managing a remote international team of 5-10 people with experience in live support
• A customer-centric service mindset
• Excellent problem-solving skills and attention to detail
• Effective communication and collaboration skills
• Ability to adapt to a fast-paced startup environment
• Knowledge about competitive gaming and popular esports titles (CS2, DotA, League of Legends, Valorant, Rainbow 6 Siege) would be a plus

Working Pattern

• Saturday - Wednesday