Customer Support Efficiency & Automation Specialist at Superbet - Brazil | $90,000 - $110,000

It’s an exciting time to join us! We’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.

Job Summary:

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.
In addition, we value experience with AI-driven customer service technologies. You should have previous exposure to implementing AI solutions—such as AI agents, copilots, or conversational AI—within a customer support environment, guiding the process from opportunity identification through rollout and adoption.
This is not a developer position, but you should feel comfortable making practical changes inside support systems (e.g., setting up rules, triggers, macros, or simple integrations) and collaborating with our automation and technology teams for larger projects.

*This position is based in São Paulo.
*Please, submit your CV in English.

What We’re Looking For:

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., AI agents, conversational AI, 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.

Key Responsibilities

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.

About Us

We are a global technology company dedicated to building the future of entertainment and fan-centric experiences.

With commercial markets in Brazil, Belgium, Poland, Romania, and Serbia, our company has evolved from a leading sports betting and gaming operator into a diversified product and tech organization, gathering more than 5,000 dedicated people across our teams.

Shaping the future of play

At Super, we are creating a unique entertainment ecosystem engaging millions of customers worldwide. Our product and technology teams in Amsterdam (the Netherlands), Madrid (Spain), Zagreb (Croatia), London (UK), and Bucharest (Romania) are building the playstack that will champion the future of play.

Our ambitious growth strategy focuses on expanding across Europe and Latin America while delivering immersive customer experiences and creating lasting value for our customers, partners, and communities.

Global recognition and standards

The company’s long-term strategy is supported by world-class investors. In 2019, Blackstone, the world’s largest alternative asset manager, made a strategic minority investment of €175 million. In 2025, we strengthened our financial position through a €1.3 billion refinancing agreement, reinforcing our partnership with Blackstone and enabling accelerated global expansion.

Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).

Superbet is hiring a