Customer Support Specialist

Job Description

• Location: Prague Remote (Rotating Shifts) ICO cooperation 𖤍 Oddin’s Call Oddin.gg is the global leader in esports data science. Recognized as the fastest-growing tech company in Central Europe by Deloitte in 2024 and 2025, we provide cutting-edge esports betting solutions worldwide. As our company rapidly expands that’s why we’re looking for a Customer Support Specialist to help us drive our growth! Your Position on the Board 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. Our Idea of You Esports & Betting Knowledge: solid understanding of esports titles, match formats, and live betting workflows (fixtures, odds, market states, bet settlements). Technical & Investigative Mindset: Comfort working with back-office interfaces, reading JSON responses, using browser developer tools, and applying basic API troubleshooting steps. Exceptional Communication: Fluent spoken and written English with the ability to communicate technical and trading issues clearly, calmly, and concisely to international partners. Methodical Problem-Solving: A structured approach to isolating root causes, analyzing evidence, and prioritizing urgent operational issues. Shift Flexibility: Readiness to work rotating shifts, including weekends, in a 24/7 live environment. Why Join Oddin.gg? High Impact: Join a newly formed core team of 6 Customer Support Specialists with high visibility and direct influence on client trust. Clear Career Growth: Fast-track potential into Senior Customer Support Specialist or Team Lead roles as our global operations scale. Modern Stack: Work with modern incident management, monitoring, and ticketing workflows, leveraging AI tools to streamline routine tasks.
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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