Support Manager

• Do you have experience managing and mentoring a diverse, global team focusing on employee development and performance management?

• Are you good at staying organised and balancing tasks, making sure that both your team and customers have what they need on time?

• Do you have a track record of improving processes and making the team more efficient while delivering great service to customers?

• Are you a strong communicator who thrives in cross-functional collaboration, working effectively with internal teams and stakeholders?

• Do you live in Europe or Central/South America and are able to work from Tuesday to Saturday (10-18 UTC +/-1h)?

If the answers to the above questions are yes, this role could be ideal for you!

The Support Manager is a leadership position in the GRID Support organization primarily responsible for ensuring we are delivering a quality support experience to our partners and clients during their whole journey with GRID.

The GRID support teams provide 24/7 support to a wide range of customer types, from B2B customers in the betting or media industry to professional esports teams. This includes live, real-time support when esports tournaments are ongoing.

This position involves managing a team of individuals and requires collaboration with a wide range of global teams within GRID, multiple levels of management, as well as a wide range of clients and partners.

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

Your skills will include

• 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

About our culture

• Flexibility: Work from the place that inspires and motivates you the most! From our awesome Berlin/ Wroclaw offices to the comfort of your own home. Meet up in person with your colleagues every so often, making use of the travel opportunities GRID offers

• Sustainability: We want our employees to be rested and able to perform. We offer a generous vacation allowance (28+ days a year) and the opportunity to speak with professional counselors to support mental health - covered by the business

• Pragmatic: GRID thrives on being rational, allowing us to make the best decisions rather than keeping to rigid processes and procedures that don’t work well for us

• Fostering growth: Empowering employees who are determined to grow by providing a self-development budget and strong career advancement opportunities. Support from your teammates to guide and encourage you to grow in your desired professional field

• Company culture: We believe a diverse industry is best served with an inclusive and diverse workforce. We have people based in over 24 countries, with recent employee surveys showing over 98% workplace satisfaction

Benefits of working at GRID

• 28+ days paid time off

• It’s Complicated - mental health support

• Flexible working conditions

• Company and team-wide events

• Work travel opportunities with travel insurance

• Training and development budget

• Company equipment

• Language courses when based in our offices

• Gym/ workout class membership when based in our offices

About GRID

Founded in 2018 in Berlin, GRID offers the GRID Data Platform to the esports & games industry.  Specializing in in-game and play-by-play data, GRID curates data for game developers and tournament organizers and leverages its data platform to unlock the potential of the right holders’ data assets for the purposes of storytelling, fan engagement, and integrity.

GRID’s official data partnerships cover multiple partnered rights holders (data sources) and integrated commercial data consumers, covering 15+ game titles. The partners' list includes industry leaders such as BLAST Premier, PGL, WePlay Esports, Riot Games (VALORANT), and Krafton (PUBG).

If you have the ambition and desire to work at the forefront of cutting-edge industry projects, then GRID is the place for you.

Apply today to find out more and begin your journey!