Self-Service & Automation Senior Specialist

About the role

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day. Self-Service & Automation Senior Specialist We are looking for a proactive, analytical and customer-obsessed Self-Service & Automation Senior Specialist to drive the strategy, optimisation and continuous improvement of our automated support channels. In this role, you will take ownership of our AI chatbots, email automation flows and 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) — you will act as the bridge between Customer Experience (CX), Marketing and Operations, using data-driven insights and conversational design to transform manual contact volume into seamless self-service journeys. What the role involves Automation & Conversation Design (Chat & Email) - Flow Optimisation: Design, build, test and refine end-to-end chatbot and email automation workflows to resolve customer enquiries efficiently across digital channels. - Seamless Handovers: 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. - Testing & Quality Assurance: Lead continuous testing, troubleshooting and QA of bot paths and automated responses to eliminate dead ends or inaccurate messaging. Knowledge Base & Content Management - Help Centre Ownership: Maintain, update and continuously restructure the external FAQ and Knowledge Base to ensure content is accurate, search-optimised and easy to navigate. - Brand Tone of Voice: Craft clear, empathetic and concise messaging for automated responses, maintaining a consistent brand voice across all self-service touchpoints. Performance Analytics & Deflection Strategy - Metric Tracking: Monitor and report on core KPIs, including deflection rate, Bot Satisfaction (BSAT), usage rates and fallback/escalation trends. - Data-Driven Automation: Analyse recurring support volume and ticket patterns to identify opportunities to transition repetitive Tier-1 contacts into automated self-service paths. - Post-Implementation Review: Conduct post-launch analyses on all new bot flows and Knowledge Base updates to evaluate their direct impact on CSAT and operational efficiency. Cross-Functional Alignment - Support Team Liaison: Work closely with frontline Customer Support teams to identify emerging customer pain points, trend shifts and agent workflow blockers. - Cross-Department Integration: 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. What we are looking for - 2+ years of hands-on experience in chatbot management, support automation, conversation design and Knowledge Base management within a high-volume customer service setting. - 2+ years of direct experience using the Zendesk support platform (Zendesk Messaging, Zendesk AI agents, Guide, Admin, or related automation tools). - Native/C2-level Romanian (written and spoken) is required. - Professional working proficiency in English (written and spoken). - Proven ability to translate support metrics, contact reasons and user feedback into actionable workflow improvements. - Exceptional editing skills, with a knack for distilling complex technical or policy information into simple, clear customer communications. - Strong problem-solving ability with a proactive approach to identifying bugs, optimising flows and driving cross-functional projects independently. Nice to have - Background in the gaming or iGaming sector. What we offer - Medical / Health Insurance - Open Annual Leave - Employee Assistance Programme - Training & Learning Development Additional benefits vary by country and will be shared during the hiring process. About Super We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide. Shaping the Future of Play Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers 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). At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.