Bot Specialist
We’re looking for a Bot Specialist to design, optimize, and continuously improve our chatbot experience. In this role, you will create conversational flows, analyze performance data, and enhance bot accuracy to deliver a seamless and engaging customer experience. You’ll work closely with cross-functional teams to identify improvement opportunities, ensure compliance with brand and regulatory standards, and implement new features and enhancements. This role plays a key part in increasing automation efficiency, improving deflection rates, and maintaining a consistent, high-quality customer journey.
- Design, create, and maintain chatbot conversations, responses, and FAQs to ensure accurate and brand-consistent communication.
- Monitor chatbot performance and customer interactions to identify trends, gaps, and opportunities for improvement.
- Analyze key metrics (e.g., CSAT, deflection, resolution rates) and recommend data-driven enhancements.
- Collaborate with Operations, CX, and other stakeholders to ensure the bot reflects accurate and up-to-date information.
- Identify and resolve performance issues, optimizing bot logic and conversational flows.
- Review and update content regularly to ensure compliance with company policies and regulatory requirements.
- Support the testing and rollout of new chatbot features, AI capabilities, and integrations.
- Maintain clear documentation of bot logic and content across languages where required.
- Provide guidance and support to team members on chatbot content and tools.
- Ensure a consistent tone of voice and brand experience across all automated touchpoints.
- Stay up to date with industry trends in AI, machine learning, and conversational design.
- 2+ years of experience in content creation, customer experience, or digital platforms
- Excellent writing, editing, and proofreading skills with strong attention to detail
- Familiarity with chatbot platforms and performance metrics (e.g., CSAT, deflection, resolution rates)
- Strong understanding of customer service principles and user experience best practices
- Analytical mindset with the ability to interpret data and translate insights into improvements
- Ability to collaborate effectively with cross-functional teams (e.g., CX, UX, BI)
- Strong communication and stakeholder management skills
- Ability to manage multiple priorities in a fast-paced environment
- Problem-solving skills with the ability to handle complex conversational logic challenges
Nice to have:
- Basic knowledge of HTML/CSS
- Familiarity with AI or machine learning concepts
- Private health insurance
- Wellness incentives, including a fitness allowance and mental well-being services
- 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely
- Office lunches - three times per week
- Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
- A range of training courses, known as Casumo College, for continuous learning and growth
- Social events for building strong relationships with colleagues from all across the organisation
Casumo is an online casino and sportsbook operator that launched in 2012 and is known for its playful, gamified approach to iGaming. It is live across regulated markets under licences from the MGA, Gibraltar, the UK, Sweden and Spain. Its platform, the "Umoverse", offers thousands of games, a live casino, a sportsbook, daily campaigns and an award-winning app. The company employs a team representing more than 45 nationalities across Malta, Gibraltar, North Macedonia, Croatia, Spain and Serbia, and is headquartered in Malta with a focus on responsible gaming.