Automation & Self-Service Specialist
The Automation & Self-Service Specialist will own and optimise the support chatbot and FAQ knowledge base, ensuring customers receive accurate, timely, and helpful answers through self-service channels.
This is not an engineering role. The specialist will work closely with Product, Support, and Content teams to keep information updated, clear, and effective. Sitting within the Customer Engagement Global team, the specialist will play a key role in improving the overall customer experience.
- Manage and continuously update chatbot content to improve accuracy, usability, and customer satisfaction.
- Curate and maintain the FAQ knowledge base, ensuring content is clear, up to date, and aligned with support policies.
- Analyse chatbot and FAQ performance metrics (usage, deflection rates, satisfaction scores) to identify and implement improvements.
- Collaborate with Customer Support teams to identify recurring issues and knowledge gaps.
- Partner with Product and Marketing teams to ensure new features, services, and policies are accurately reflected in self-service content.
- Test chatbot flows and FAQ entries to ensure a seamless customer experience.
- Collect and incorporate customer feedback to continuously refine self-service content.
- Ensure tone of voice remains consistent with brand guidelines and customer communication standards.
- Strong writing and editing skills, with the ability to simplify complex information (required).
- Analytical mindset, with the ability to interpret data and translate insights into improvements (required).
- Excellent communication and collaboration skills (required).
- High attention to detail, a proactive approach, and a customer-first mindset (required).
- Good written and spoken English (required).
- 1+ year of experience in a similar role (required).
- Familiarity with customer support platforms (Zendesk, Intercom, Freshdesk, or similar) (nice-to-have).
- Experience building chatbot flows rather than just managing FAQ content (nice-to-have).
- Medical / Health Insurance
- Open Annual Leave
- Employee Assistance Program
- Training & Learning Development
- Additional benefits vary by country and will be shared during the hiring process.
Superbet, which operates under the Super Technologies banner, is a multinational sports betting and gaming group founded in 2008 in Romania by Sacha Dragic. Headquartered in Bucharest, it began with retail betting shops and has grown into one of the leading omni-channel betting operators in Central and Eastern Europe, with a strong focus on digital products. The group employs more than 5,000 people and operates across around a dozen European markets as well as Brazil. Its offices span Romania, Poland, Serbia, the UK, the Netherlands, Belgium, Spain, Croatia, Brazil, Malta and Gibraltar.