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- Tasks: Support customers with onboarding, integration, and product troubleshooting in a dynamic environment.
- Company: Join TxODDS, a leading provider of innovative sports betting solutions.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for personal growth.
- Other info: Collaborative team culture with a focus on continuous improvement and learning.
- Why this job: Be at the forefront of sports data technology and enhance customer experiences.
- Qualifications: Experience in sports betting and customer support is essential.
The predicted salary is between 35000 - 45000 ÂŁ per year.
London, UK - Hybrid (min. 1 day per week in office) Permanent, full-time
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, Chicago, and Belgrade - 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 Product Support Analyst to join our Client Services team. This is a customer‑facing role that works closely with our Commercial, Product, Triage and Data Acquisition teams to ensure TxODDS delivers industry‑leading customer and product support. You’ll be responsible for ensuring customers are responded to promptly and that service issues are resolved in a timely and effective manner. You’ll support onboarding and integration, monitor and maintain our products and services, and manage troubleshooting, escalation and communication as required. Alongside supporting the full TxODDS product suite, you’ll also develop into the Product Specialist for All Sported. In this capacity, you’ll lead on triage support, release and change management & customer communications. You’ll liaise with customers and internal stakeholders - including Development, Commercial and Operations - to help manage and support the product, acting as the voice of the customer and helping to drive continuous improvement. As our sports data and customers operate 24/7/365, the role includes participation in the Client Services rota and some out‑of‑hours work, as well as occasional travel. A background in sports betting, racing, and customer integration/support is essential.
What You’ll Do
- Supporting customers through onboarding and integration, helping them implement and use TXODDS products effectively.
- Providing second‑line product support, including incident management, investigation, escalation, and customer communication.
- Monitoring dashboards, alerts, and service performance to ensure accurate, timely data delivery across TXODDS products.
- Monitoring and validating sports data (including racing and odds accuracy), identifying anomalies or missing information, and resolving issues quickly.
- Acting as the All Sported product specialist, leading release/change management, customer communications, documentation, and internal training.
- Coaching and supporting Triage colleagues to ensure tickets across all service desks are handled efficiently.
- Working closely with developers and internal stakeholders to diagnose root causes and represent customer needs.
- Contributing to post‑incident reviews and identifying improvements across processes, tools, and workflows to strengthen change management, product governance, and Client Services.
- Creating and maintaining documentation, user guides, knowledge base articles, and internal training materials.
- Participating in the Client Services rota, including a weekend day and occasional out‑of‑hours work once fully trained.
What You’ll Bring
- Experience in sports betting and racing, with strong understanding of odds, racing workflows, or related product domains. (Essential)
- Background in customer‑facing product support, technical support, or similar roles.
- A proactive, self‑directed mindset - able to learn independently, dig into complex products, and troubleshoot issues confidently.
- A willingness to embrace a steep learning curve - our products are complex and varied, and success requires ongoing, self‑led learning.
- Excellent communication skills, with the ability to explain technical information clearly to both customers and internal teams.
- Strong problem‑solving skills and the ability to manage conflicting priorities in a busy environment.
- A collaborative approach, working well with Triage, Product, Development, Commercial, and wider stakeholders.
Nice to have
- Experience using Grafana, Kibana, and monitoring dashboards.
- Jira / Confluence (or any ticketing platform).
- Comfort with command line tools and basic scripting/curl queries.
- Technical documentation authoring.
What You’ll Get From Us
At TxODDS, you’ll join a well‑established, growing business where people genuinely care about doing great work together. Client Services is a high‑impact area for us, and you’ll be right at the heart of how we support customers and shape their experience. You’ll work with people who are approachable, curious, and passionate about what they do - and you’ll have plenty of opportunities to learn, contribute, and take ownership as you grow. Our benefits package is competitive and tailored to your location, and we’ll take you through everything 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 the Talent Partner, followed by a couple of team interviews to dive deeper into your experience and fit. Depending on the role, there might be a short task or assessment - nothing scary, just a chance to show us how you think. If you require any reasonable adjustments at any stage of the process, just let us know and we’ll be happy to accommodate.
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.
Product Support Analyst employer: Txodds
Contact Detail:
Txodds Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already at TxODDS. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Familiarise yourself with TxODDS products and the sports betting landscape. Show us you’re not just another candidate but someone who’s genuinely interested in what we do.
✨Tip Number 3
Practice your problem-solving skills! We love candidates who can think on their feet. Try some mock scenarios related to product support and be ready to showcase your troubleshooting prowess.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on joining our team!
We think you need these skills to ace Product Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Analyst role. Highlight your experience in sports betting and customer support, and show us how your skills align with what we're looking for.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would communicate with our clients.
Highlight Problem-Solving Abilities: We love candidates who can tackle challenges head-on! Share examples of how you've solved problems in previous roles, especially in fast-paced environments like sports betting or technical support.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Txodds
✨Know Your Product Inside Out
Before the interview, make sure you understand TxODDS products and services thoroughly. Familiarise yourself with their features, benefits, and how they integrate into the sports betting industry. This will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Customer Support Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved customer satisfaction. Highlight your proactive approach and problem-solving skills, as these are crucial for a Product Support Analyst role.
✨Communicate Clearly and Effectively
Practice explaining technical concepts in simple terms. Since you'll be liaising with both customers and internal teams, being able to communicate clearly is key. Consider doing mock interviews with friends or family to refine your communication style.
✨Be Ready for Scenario-Based Questions
Expect to face scenario-based questions that assess your troubleshooting abilities and decision-making skills. Think about potential challenges you might encounter in the role and how you would handle them. This will show your readiness to tackle real-world problems.