Support Operator Mexico

1 Month ago • All levels • Operations

Job Summary

Job Description

The role involves assisting customers with complex issues and championing customer-first processes. The ideal candidate has an interest in competitive video gaming and is available to work from Wednesday to Sunday or Thursday to Monday, between 2 PM and 10 PM UTC +/-1h, preferably from a South American timezone, ideally Mexico timezone. The Support Operator will join a global team of customer-facing Support Agents, focusing on delivering customer service excellence. Responsibilities include supporting esports tournaments, working with partners and customers to ensure smooth operations, and managing the capture, processing, and distribution of game data. The role also involves recording and reporting technical and data issues, and engaging with customers via email, Slack, Discord, and Teams to resolve inquiries or escalate them to the engineering team.
Must have:
  • Assisting customers with complex issues
  • Customer-first processes
  • Interest in competitive video gaming
  • Availability Wednesday-Sunday or Thursday-Monday, 2pm-10pm UTC +/-1h
  • Experience in esports tournaments
  • Customer communication via email, Slack, Discord, Teams

Job Details

  • Do you enjoy helping customers with complex issues?

  • Are you a champion of customer-first processes?

  • Do you have an interest in competitive video gaming?

  • Do you live in South America (Ideally Mexico timezone) and are able to work from Wednesday to Sunday or Thursday to Monday (2pm-10pm UTC +/-1h)?

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

In this role you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe where a professional client-first mentality is crucial to delivering customer service excellence.

You will be involved in various activities before, during and after esport tournaments, working with our partners (Tournament Organizers, Game Publishers) and customers (which include esports, media and betting household names) to ensure tournaments are running smoothly and relevant game data is properly captured, processed and distributed in a timely manner.

You will play a key role in the recording and reporting of technical and data issues to help us identify technical or process issues.

You will engage with customers through email, Slack, Discord, and Teams to ensure customers' questions and issues are quickly acknowledged and resolved as soon as possible or escalated to the engineering team if needed.

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About The Company

GRID is the official data platform for League of Legends, VALORANT, Rainbow Six Siege, PUBG, CS2, and Dota2, providing solutions for data sourcing, game data API, analytics, integrity, and distribution in competitive game titles.

By enabling access to in-game data, GRID empowers game publishers and data users to professionalize the esports scene, enable new revenue streams, engage fans, and drive innovation in the game ecosystem. The GRID Data Platform unlocks the potential of game data for everyone.

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