Client Services Support Agent
TXODDS · London, United Kingdom · hybrid
Client Services Support Agent
London (hybrid - 2 days pw in the 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 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
In this role, you’ll take ownership of customer issues, helping to identify and resolve problems while ensuring a consistently high standard of service. Your day-to-day will include:
- 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, sportsbook or sports-data 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.