Esports data platform
21-100 employees
Posted today
21-100 employees
Company mission
To bring next-level data services to competitive games and their ecosystem.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- Providing regular reports on key Support activities and the performance of the Support team
- Providing regular reports on other business activities
Our take
In recent years, competitive gaming has witnessed an exponential rise in popularity, yet access to pertinent competitive gaming data has remained a significant challenge. GRID steps in as the solution, revolutionising the landscape by providing a robust data platform catering to gamers, developers, and even gamblers.
GRIDS approach not only benefits professional gamers seeking to enhance their skills but also offers a lucrative opportunity for companies to capitalise on the wealth of data they already possess. The company is spearheaded by an impressive executive team boasting extensive experience in the betting and gaming sectors, giving GRID a formidable edge in the industry.
One standout feature of GRID's operations is its remarkable agility. The CEO states that the company can swiftly onboard new partners and game titles in just one month, a noteworthy feat compared to competitors like Bayes and Abios. This agility is poised to be a critical factor in GRID's sustained success, positioning its as a dynamic and responsive player in the ever-evolving competitive gaming data landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2023
$1.9m
SERIES A
Apr 2021
$10m
SERIES A
Total funding: $11.9m
Company benefits
- Forever Flexible: We operate using the hybrid model. The team works from our awesome offices, the comfort of their home, or wherever inspires and motivates the individual most. We encourage face-to-face collaboration and in-person connection but also see value in the productivity that comes with working from home
- Supporting Well-being: We are not a typical start-up. We want our employees to be well-rested and have a healthy work-life balance. We offer a generous vacation allowance (28+ days a year), corporate fitness memberships, and the opportunity to speak with professional counselors to support mental health
- Fostering Growth: We empower the team by providing a self-development budget and substantial career advancement opportunities. Teammates support and guide one another to motivate growth and further education
- Inclusive Culture: We believe a diverse industry is best served with a diverse workforce. With over 30 nationalities GRID is proud of the company culture it has built
- Agile Work: We thrive on being pragmatic. Allowing us to make the best decisions rather than holding on to rigid processes and procedures
Company HQ
Gleimviertel, Berlin, BE
Articles
Leadership
Moritz Maurer
(CEO)Previously worked as Head of eSports at Genius Sports, and founded Raccoon eSports.
Chris King
(CTO)Previously worked as a Software Engineer at Plunet, and was a Backend Developer at eBay.
Salary benchmarks
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