Senior Trading Support Manager

14 hours ago

Prague, Hlavní město Praha, Czech Republic Oddin Full time 1,200,000 - 2,400,000 per year
is the global leader in esports data science. Recognized by Deloitte as the fastest-growing tech company in Central Europe in 2024, we provide a comprehensive esports betting ecosystem that powers the biggest players in the world. As Our first Senior Trading Support Manager, you'll lay the foundation for a brand-new team that will become the backbone of our world-class trading operations focused on betting markets and Odds.
Your mission: to create a unified, efficient, and responsive Trading Support team that empowers traders to focus on what they do best — trading — while ensuring our clients enjoy seamless, high-quality service Your vision will shape a 24/7 support organization that:
Owns all trader-related communication and incident handling Ensures rapid, knowledgeable responses to trading issues Partners closely with Trading and Customer Success teams Identifies and addresses quality issues across our trading products Builds robust measurable KPIs systems — because we can't improve what we don't measure
Key Responsibilities
Build and lead a world-class Trading Support team from scratch, establishing its structure, processes, and culture. Strong analytical skills and a strategic mindset to balance cost efficiency with high-quality service delivery Brings the trading-customer communications to the highest quality peeks possible Manage incidents and non-technical support queries efficiently, maintaining clear communication across teams. Establish clear standards and reporting frameworks to measure team success and drive continuous improvement. Lead and master cross-functional efforts with Trading, Product, and Customer Success teams to uncover and resolve recurring issues. Ability to leverage technology to drive service innovations while maintaining a customer-first approach Represent the support team in senior management discussions, aligning strategic objectives with business goals. Recruit, train, and mentor team members, fostering a culture of excellence, accountability, and growth.
Requirements
Extensive proven track record in betting trading platform support. Advanced understanding of betting trading platform ecosystems. Strong leadership and management skills with the ability to build and inspire teams. Strategic thinking and planning abilities to design scalable processes. Proven experience in team development and performance improvement. Solid understanding of the B2B environment, particularly in betting. Experience with customer service tools, AI-based solutions, or CRM systems is helpful but not essential. Demonstrated experience in supporting B2B customers. Fluency in English.  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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