Job Summary
Superbet is seeking an innovative Automation & Self-Service Specialist to lead the development and optimization of customer service automation tools and self-service solutions. This role will be pivotal in enhancing the efficiency of customer interactions by implementing and maintaining chatbots, self-help portals, and automated workflows. The ideal candidate will have a passion for technology, experience in automation tools, and a drive to improve customer experience.

We're looking for someone with:

• Experience with chatbot platforms (e.g., Zendesk Bot, Ultimate AI or similar tools) and workflow automation tools. 
• Familiarity with automation tools and technologies (e.g. UiPath, Automation Anywhere, Zapier) 
• Knowledge of scripting or low-code platforms and of systems integrations is a plus. 
• Proven experience in process improvement, automation, self-service tools, or related fields. 
• Background in customer service operations, particularly in tech or iGaming industries, is an advantage. 
• Strong analytical and problem-solving skills, with a focus on innovation and continuous improvement. 
• Excellent communication and collaboration skills, with the ability to work cross-functionally. 
• Advanced proficiency in English. 
• A proactive and customer-centric mindset, with a passion for leveraging technology to improve customer experiences.

What you'll be doing:.

• Identify, map and analyze opportunities for improvement within business processes, focusing on automation potential and efficiency gains.
• Design, implement, and optimize chatbot workflows and automated customer service and operations tools to improve efficiency and accuracy. 
• Evaluate processes to determine automation feasibility, cost-effectiveness and the most suitable tools for implementation 
• Design and implement chatbot integrations and RPA solutions aligned with customer needs 
• Develop and maintain self-service portals to empower customers with easy access to solutions. 
• Maintain clear and detailed documentation of process improvements, automation workflows and performance metrics to track ROI and support decision-making. 
• Partner with cross-functional teams, including product, operations and IT to align on automations goals and priorities and ensure self-service content is accurate, up-to-date, and aligned with customer needs. 
• Provide training and support to customer service teams on using automation and self-service tools effectively. 
• Monitor and analyze existing automated solutions to ensure they remain effective, scalable, and aligned with evolving customer needs.