Automation & Self-Service Specialist - Remote

About the Role

We’re hiring an Automation & Self-Service Specialist to join our dynamic team at Superbet. As an Automation & Self-Service Specialist, you will play a crucial role in enhancing our customer support experience through effective self-service channels. This position is fully remote, allowing you to work from anywhere while contributing to our mission of exciting the world through innovative technology.

What You'll Do

• Manage and continuously update chatbot content to improve accuracy, usability, and customer satisfaction.
• Curate and maintain the FAQ/knowledge base, ensuring all content is clear, up to date, and aligned with support policies.
• Analyze chatbot and FAQ performance metrics (usage, deflection rates, satisfaction scores) and propose improvements.
• Collaborate with Customer Support teams to identify recurring issues and knowledge gaps.
• Work with Product and Marketing teams to ensure new features, services, and policies are accurately reflected in self-service content.
• Test chatbot flows and FAQ entries to ensure a seamless customer experience.
• Collect customer feedback and refine content to make self-service support as effective as possible.
• Ensure tone of voice is consistent with brand guidelines and customer communication standards.

Requirements

• Strong writing and editing skills; ability to simplify complex information.
• Analytical mindset with the ability to interpret data and make improvements.
• Excellent communication and collaboration skills.
• Attention to detail, proactive approach, and customer-first mindset.
• Familiarity with chatbot and FAQ platforms (Zendesk, Intercom, Freshdesk, or similar) is a plus.
• Good written and spoken English.
• 2+ years of experience in a similar role.

Nice to Have

• Experience in the gaming or entertainment industry.
• Knowledge of customer support best practices.
• Familiarity with data analysis tools.

What We Offer

• Competitive salary and benefits package.
• Fully remote work environment.
• Opportunities for professional growth and development.
• Work with a diverse and talented team.
• Engage in exciting projects that shape the future of entertainment.