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 an innovative Automation & Self-Service Specialist to lead the development and optimization of customer service automation tools and self-service solutions. This role will be pivotal in enhancing the efficiency of customer interactions by implementing and maintaining chatbots, self-help portals, and automated workflows. The ideal candidate will have a passion for technology, experience in automation tools, and a drive to improve customer experience.
We're looking for someone with:
- Experience with chatbot platforms (e.g., Zendesk Bot, Ultimate AI or similar tools) and workflow automation tools.
- Familiarity with automation tools and technologies (e.g. UiPath, Automation Anywhere, Zapier)
- Knowledge of scripting or low-code platforms and of systems integrations is a plus.
- Proven experience in process improvement, automation, self-service tools, or related fields.
- Background in customer service operations, particularly in tech or iGaming industries, is an advantage.
- Strong analytical and problem-solving skills, with a focus on innovation and continuous improvement.
- Excellent communication and collaboration skills, with the ability to work cross-functionally.
- Advanced proficiency in English.
- A proactive and customer-centric mindset, with a passion for leveraging technology to improve customer experiences.
What you'll be doing:.
- Identify, map and analyze opportunities for improvement within business processes, focusing on automation potential and efficiency gains.
- Design, implement, and optimize chatbot workflows and automated customer service and operations tools to improve efficiency and accuracy.
- Evaluate processes to determine automation feasibility, cost-effectiveness and the most suitable tools for implementation
- Design and implement chatbot integrations and RPA solutions aligned with customer needs
- Develop and maintain self-service portals to empower customers with easy access to solutions.
- Maintain clear and detailed documentation of process improvements, automation workflows and performance metrics to track ROI and support decision-making.
- Partner with cross-functional teams, including product, operations and IT to align on automations goals and priorities and ensure self-service content is accurate, up-to-date, and aligned with customer needs.
- Provide training and support to customer service teams on using automation and self-service tools effectively.
- Monitor and analyze existing automated solutions to ensure they remain effective, scalable, and aligned with evolving customer needs.
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).
