It’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Job Summary
Superbet is seeking a proactive Continuous Improvement Specialist to drive operational excellence within our Customer Service team. This role focuses on identifying, analyzing, and implementing process improvements to enhance efficiency, reduce costs, and improve the overall customer experience. The ideal candidate has a strong background in customer service and operations processes, data analysis, and project management, with a passion for creating streamlined, impactful solutions.
We're looking for someone with:
- Proven experience in continuous improvement roles, process analysis, or project management within customer service or BPO environments.
- Experience in iGaming or tech-driven industries is a strong plus.
- Proficiency in data analysis tools such as Excel, Tableau, or similar platforms.
- Familiarity with customer service tools like Zendesk or CRM systems.
- Knowledge of Lean Six Sigma, Kaizen or similar methodologies (certification is a plus).
- Strong analytical and problem-solving skills with a detail-oriented approach.
- Excellent communication and presentation skills in Portuguese and advanced English proficiency.
- A proactive, self-motivated mindset with the ability to manage multiple projects simultaneously.
What you'll be doing:.
- Evaluate existing customer service and operations workflows and identify inefficiencies or bottlenecks.
- Develop and implement process improvement initiatives that enhance efficiency and customer satisfaction.
- Monitor key performance indicators (KPIs) to identify areas for improvement.
- Generate actionable insights through data analysis and recommend strategies for improvement.
- Work closely with CS team leaders, quality assurance, and operations managers to align improvement initiatives with business goals.
- Partner with product and tech teams to propose and implement technology-driven solutions.
- Promote a culture of continuous improvement by facilitating workshops, training, and knowledge-sharing sessions.
- Lead or contribute to Lean, Six Sigma, or other structured improvement projects.
- Drive initiatives that enhance the customer journey, ensuring fast resolution times and high satisfaction scores.
- Stay informed about industry best practices and emerging trends to recommend cutting-edge solutions.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).
