Self-Service & Automation Senior Specialist
SuperBet is looking for a proactive, analytical, and customer-obsessed Self-Service & Automation Senior Specialist to drive the strategy, optimisation, and continuous improvement of its automated support channels. The role involves taking ownership of AI chatbots, email automation flows, and the customer-facing Help Centre/Knowledge Base to ensure customers get fast, clear, and accurate resolutions.
This is a no-code/low-code operational role (not a software engineering position) - it acts as the bridge between Customer Experience (CX), Marketing, and Operations. The specialist will use data-driven insights and conversational design to transform manual contact volume into seamless self-service journeys.
- Design, build, test, and refine end-to-end chatbot and email automation workflows to resolve customer enquiries efficiently across digital channels.
- Ensure transition logic from automated bots to human agents is frictionless, capturing full conversation history and customer context to prevent context-switching for support representatives.
- Lead continuous testing, troubleshooting, and QA of bot paths and automated responses to eliminate dead ends or inaccurate messaging.
- Maintain, update, and continuously restructure the external FAQ and Knowledge Base to ensure content is accurate, search-optimised, and easy to navigate.
- Craft clear, empathetic, and concise messaging for automated responses, maintaining a consistent brand voice across all self-service touchpoints.
- Monitor and report on core KPIs, including deflection rate, Bot Satisfaction (BSAT), usage rates, and fallback/escalation trends.
- Analyse recurring support volume and ticket patterns to identify opportunities to transition repetitive Tier-1 contacts into automated self-service paths.
- Conduct post-launch analyses on all new bot flows and Knowledge Base updates to evaluate their direct impact on CSAT and operational efficiency.
- Work closely with frontline Customer Support teams to identify emerging customer pain points, trend shifts, and agent workflow blockers.
- Collaborate with Product, Marketing, CRM, Fraud, and Compliance teams to ensure new feature rollouts, campaigns, policies, and process changes are reflected in self-service tools prior to launch.
- 2+ years of hands-on experience in chatbot management, support automation, conversation design, and Knowledge Base management within a high-volume customer service setting (required).
- 2+ years of direct experience using the Zendesk support platform (Zendesk Messaging, Zendesk AI agents, Guide, Admin, or related automation tools) (required).
- Native/C2-level Romanian (written and spoken) (required).
- Professional working proficiency in English (written and spoken) (required).
- Proven ability to translate support metrics, contact reasons, and user feedback into actionable workflow improvements (required).
- Exceptional editing skills, with a knack for distilling complex technical or policy information into simple, clear customer communications (required).
- Strong problem-solving ability with a proactive approach to identifying bugs, optimising flows, and driving cross-functional projects independently (required).
- Background in the gaming or iGaming sector (nice-to-have).
- 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.
