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Trading Support Executive (Night Shifts)

The Opportunity:

We’re looking for a Trading Support Executive to play a pivotal role in the operation and success of the Trading Support team of a Sportsbook operator’s managed service. An opportunity to join a growing team that provides 24/7 support to our Sportsbook teams and partners. You will work as part of a high performing team, in a dynamic, fast-paced environment, ensuring that all stakeholders receive first-class support in an efficient manner. This role reports to the Trading Support Lead.

Role Overview:

Trading support is a vital service within the Trading Operations structure and the responsibilities of a Trading Support team have a critical impact on the overall Sportsbook performance. The responsibilities for this role include:

  • Acting as the single point of contact for all incidents and queries raised across the Sportsbook floor and wider Sportsbook Business
  • Interacting with all Sportsbook teams on a daily basis to clarify and discuss tickets raised to Trading Support
  • Taking ownership of all Sportsbook queries and incidents in the workflow software, working closely with Leads in a shift coordinator or shift support to ensure all workload is effectively managed in the correct channels to the appropriate teams and are followed through to resolution
  • Using your understanding of the customer landscape and Business priorities to triage, prioritise and delegate workload accordingly to fellow colleagues
  • Using your system knowledge to coordinate the mitigation or resolution of significant issues where this can be controlled operationally
  • Logging all Trading, feed and technical issues impacting our partners, ensuring accuracy and diligence of data
  • Recognising issue patterns and raising any concerns, possible solutions or prioritisation considerations to management
  • Communicating the impact of major incidents on Trading to the wider Sportsbook Business
  • Accurately processing all event resettlements, palpable error corrections and gestures of goodwill and ensure information sent to clients is accurate and compliant
  • Using logging and reporting tools to report on individual issues, errors, and feed downtime
  • Liaising directly with feed providers on a day-to-day basis
  • Creating, managing, and settling events within the Trading systems, where required
  • Taking on any additional responsibilities as directed by Leads and management
  • Following clearly defined process to ensure incidents, issues and queries are escalated to senior management where required

This could be ‘you' if you can demonstrate:

  • The ability and appetite to work in a high-pressure environment, making key decisions at pace, while adhering to robust processes and individual, and team KPI’s. You will play a key role in ensuring all stakeholders receive first-class support.
  • An ambition for growth and development on an individual, and team level
  • A desire for exposure to the wider Sportsbook business, including Technology, Product, customer-facing functions, and feed providers
  • Strong communication with stakeholders at all levels of the business, ensuring you can apply the appropriate approach considering the context and audience
  • A customer-first approach, prioritising the needs of our clients when making any decision that could impact the performance and profitability of the business.

These skills, attributes and experience will help:

  • Ability to thrive under pressure; can deal with volatile situations calmly and without stress to make quick and accurate decisions
  • Experience; you may have previous experience in the Sportsbook industry, or a role in a customer-facing function
  • Good eye for detail
  • Flexibility; operating as a 24/7 support team, there will be a requirement to work during unsociable hours around the sporting calendar
  • Prioritisation; an ability and confidence to digest large volumes of information quickly, prioritising and delegating tasks to individuals
  • Knowledge; have a good understanding of major sports and betting terminology.


Trading Support
Reporting to:
Trading Support Team Lead
Sofia, Bulgaria
Employment type: