At a Glance
- Tasks: Provide first-line support to customers and resolve technical issues in a fast-paced environment.
- Company: Join TxODDS, a leading provider of innovative betting solutions for the global sports industry.
- Benefits: Enjoy a competitive benefits package and a fun, relaxed work culture.
- Other info: Flexible shift-based role with opportunities for growth and learning.
- Why this job: Be part of a dynamic team that champions customer satisfaction and drives innovation.
- Qualifications: Strong customer focus, problem-solving skills, and a passion for sports are essential.
The predicted salary is between 27000 - 33000 £ per year.
About TxODDS
TXODDS is a premier provider of ultra low-latency, accurate odds data, fast scores, and innovative betting solutions for the global sports betting industry. With offices in London and Chicago - and team members working worldwide - we deliver cutting-edge technology and data products that power some of the world’s top sportsbooks.
About the role
We’re looking for a Support Agent to join our Client Services team, providing first-line support to customers across our global operations and product suite. You’ll play a key role in monitoring product alerts, investigating and resolving customer queries and technical issues, and ensuring customers receive a responsive, reliable support experience. Working closely with teams across Tx, you’ll help maintain strong customer relationships and keep our services running smoothly around the clock.
A few things to note
This is a shift-based role, so you’ll need to be comfortable working a rotating schedule that includes daytime, evening and weekend hours. As our customers and the sports industry operate 24/7, flexibility is essential. Occasional business travel may also be required.
What you’ll do
- Provide prompt and effective first-line support through our Service Desk, responding to customer tickets, monitoring dashboards and alerts, and managing incidents.
- Investigate, troubleshoot and resolve customer queries and technical issues, escalating to the appropriate teams when needed.
- Monitor product and book alerts, identifying potential issues and taking action to minimise customer impact.
- Keep customers informed throughout the resolution process, providing clear, timely and accurate updates.
- Work closely with colleagues across the business to ensure customer issues are prioritised and resolved efficiently.
- Document investigations, actions and resolutions accurately to support collaboration and knowledge sharing.
- Identify opportunities to improve support processes, tools and ways of working, proactively suggesting solutions.
- Follow company policies, procedures and operational guidelines, working closely with the CS Team Lead and wider team.
- Take ownership of customer issues, championing the customer and going the extra mile to deliver an excellent support experience.
What you’ll bring
We’re looking for someone with a strong customer focus, a passion for sport and the ability to investigate and solve problems in a fast-paced environment. Ideally, you’ll have:
- Previous experience in technical support, a service desk within sports betting environment.
- Strong knowledge of sports, global sporting competitions and the sports betting industry.
- Excellent written and spoken English, with the ability to explain technical or complex issues clearly to different audiences.
- Strong troubleshooting, analytical and problem-solving skills, with the ability to investigate issues methodically and identify root causes.
- Excellent attention to detail, organisation and time-management skills, with the ability to manage competing priorities.
- A customer-first mindset, taking ownership of issues and demonstrating a proactive, collaborative approach.
- A willingness to learn, develop new skills and share knowledge with colleagues.
It would also be beneficial if you have:
- Experience with Jira, Jira Service Management and Confluence.
- Familiarity with monitoring and analytics tools such as Grafana, Kibana or Astrato.
- Some experience with coding or scripting.
- Additional language skills.
What you'll get from us:
At TxODDS, you’ll be part of a well-established, technology-first company with ambitious growth plans and a global footprint. You’ll work alongside brilliant minds in a culture that’s fun, relaxed, and hardworking - where innovation and collaboration are at the heart of everything we do. We offer a competitive benefits package tailored to your location, and we’re happy to share more details during the hiring process.
Interview Process
We like to keep things straightforward and respectful of your time. Most roles kick off with a friendly chat with a member of the People & Culture team, followed by a couple of team interviews and a short task to dive deeper into your experience and fit.
Please note, we use AI tools to record calls during the process. This helps us give you our full attention in the conversation and ensures we can review discussions accurately.
Equal opportunities & data protection
TxODDS is an equal opportunities employer. We welcome applications from all backgrounds and are committed to creating an inclusive, respectful workplace. If you require any adjustments during the recruitment process, please let us know.
We take data protection seriously. Any personal information shared during the application process will be handled in line with applicable privacy laws.
Client Services Support Agent in London employer: Txodds
At TxODDS, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our employees to thrive. Our London-based team enjoys the benefits of hybrid working, competitive salaries, and opportunities for professional growth, including mentorship roles and exposure to cutting-edge technologies. Join us to be part of a dynamic environment where your contributions directly impact the future of real-time data systems in the betting industry.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Support Agent in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Txodds. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Txodds before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Services Support Agent in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Txodds:Your cover letter is your chance to shine! Tell us why you want to work at Txodds specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Txodds!
How to prepare for a job interview at Txodds
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
