Customer Support Specialist

Role overview

This customer support role focuses on serving as the frontline contact for global B2B clients during live esports betting events. The position blends technical investigation with real-time communication, incident coordination, and round-the-clock shift coverage across multiple time zones.

Responsibilities

- Serve as the dedicated point of contact for B2B clients during live trading windows, delivering timely and evidence-backed updates under time pressure - Investigate live data across back-office tools, Grafana, Freya, and log outputs to verify market states, analyze odds, and resolve settlement disputes - Coordinate multi-client incident responses through an incident management platform, escalating to Trading, Product, Risk, and Customer Success teams as needed - Run match integrity checks, confirm tournament alignments, update game parameters, and document findings in Jira and HubSpot - Execute structured shift handovers with teams across international offices to keep 24/7 operations running smoothly

Requirements

- Solid understanding of esports titles, match formats, and live betting workflows including fixtures, odds, market states, and bet settlements - Comfort working with back-office interfaces, reading JSON responses, using browser developer tools, and applying basic API troubleshooting - Fluent spoken and written English with the ability to explain technical and trading issues clearly to international partners - A methodical approach to isolating root causes, weighing evidence, and prioritizing time-sensitive operational issues - Willingness to work rotating shifts, including weekends, within a 24/7 live environment

Benefits and work setup

- Remote work with rotating shift coverage - Engagement on an ICO cooperation basis, based in Prague - Clear career growth path into Senior Customer Support Specialist or Team Lead roles as global operations expand