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.

Overview

Department:
Trading Support

Reporting to:
Trading Support Team Lead

Location:
Sofia, Bulgaria

Employment type:
Full-time