Self-Service & Automation Manager
The Self-Service & Automation Manager is a leadership role within the Customer Operations function. The role is responsible for building and orchestrating the automation strategy - spanning AI, chatbots and Help Centre - to reduce contact volume, increase response speed and transform reactive support into a proactive, automated system.
Based in Bucharest, Romania, this role plays a critical part in shaping the digital support experience at Super Technologies Group, leveraging the latest Generative AI technologies to deliver instantaneous, accurate and scalable customer interactions.
- Translate high-level strategy into clear objectives, outcomes and prioritised initiatives, making explicit trade-offs where necessary.
- Lead, inspire and mentor the Self-Service & Automation team, fostering a culture of continuous improvement and technical excellence.
- Coordinate and deliver complex automation projects, ensuring that deadlines, quality standards and performance benchmarks are consistently met.
- Coordinate the deployment of virtual agents based on Large Language Models (LLMs) capable of resolving complex requests beyond pre-defined scripts.
- Ensure the Knowledge Base is structured for AI consumption (RAG - Retrieval-Augmented Generation) to generate accurate automated responses.
- Design customer deflection strategies and configure intelligent routing to distribute tickets to the correct departments automatically.
- Manage and optimise chatbot performance, and conduct post-implementation analysis to evaluate impact on customer satisfaction and operational efficiency.
- Work with Product and Marketing teams to ensure new features, services and policies are accurately reflected in self-service content.
- Ensure the transition from automation to a human agent is fluid, providing agents with full interaction context.
- Collaborate with stakeholders, clearly communicating project status, milestones and identified risks.
- Monitor system performance and proactively propose improvements for scalability, stability and optimisation.
- 3–5 years of experience in Customer Operations, Contact Centre Management or Product Support, with a proven track record of leading teams (required).
- Advanced experience with support platforms (e.g. Zendesk, Salesforce Service Cloud, Intercom) and chatbot tools (e.g. Zendesk, Ultimate.ai, Ada, Fin) (required).
- Ability to structure instructions for AI models to deliver optimal results, with a solid understanding of the current GenAI landscape (required).
- Capacity to analyse unstructured data (e.g. chat transcripts) to identify automation opportunities and interpret complex data to drive improvements (required).
- User-oriented mindset combined with the rigorous thinking of a process engineer (required).
- Excellent communication skills, with the ability to write dialogue flows that sound natural and professional (required).
- Advanced English proficiency (essential for AI model training and vendor collaboration) (required).
- Medical / Health Insurance
- Open Annual Leave
- Employee Assistance Programme
- Training & Learning Development
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.