Continuous Improvement/ Automation Specialist
Superbet is looking for a professional passionate about continuous improvement to boost the efficiency of our customer support operations. This role combines process optimization with hands-on improvements inside our support tools. You will be responsible for mapping opportunities and leading initiatives that make our workflows faster, more scalable, and more customer-friendly-including configuring and creating basic automations within platforms such as Zendesk and other workflow tools. This is not a developer position, but you should feel comfortable making practical changes inside support systems (e.g., setting up rules, triggers, or simple integrations) and collaborating with our automation and technology teams for larger projects.
- Map and review customer support processes to find areas for improvement and opportunities for automation or self-service.
- Configure and maintain basic automations and workflow rules within tools like Zendesk (e.g., triggers, macros, routing rules, integrations) and AI agents to improve efficiency and accuracy.
- Lead changes and enhancements to support tools and knowledge bases in partnership with technical teams when more complex work is needed.
- Lead and support the implementation of AI-driven solutions, such as AI agents or conversational AI, from scoping and vendor selection to rollout and team adoption.
- Evaluate and recommend new solutions or automation features, presenting clear business cases.
- Track efficiency and customer-satisfaction metrics, and propose adjustments as needed.
- Experience in process analysis and improvement within customer support, operations, or customer experience.
- Familiarity with support platforms (e.g., Zendesk) and confidence in making basic workflow or automation configurations inside these tools.
- Hands-on experience participating in the implementation of AI-driven solutions (e.g., copilots) to enhance customer service or operational efficiency.
- Ability to identify efficiency opportunities-from diagnosing issues to guiding implementation of enhancements.
- Knowledge of customer service metrics and analytics (CSAT, First Response Time) to build data-driven business cases for automation and AI.
- Strong collaboration skills to work across departments such as Support, Product, and Technology.
- Excellent communication, organizational, and analytical abilities.
- Advanced English, comfortable working with international teams.
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.
