Automation & Self-Service Specialist

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.

As our Automation & Self-Service Specialist, you will own and optimise our support chatbot and FAQ knowledge base, ensuring customers receive accurate, timely, and helpful answers through self-service channels. This is not an engineering role; you will work closely with Product, Support, and Content teams to keep information updated, clear, and effective. Sitting within the Customer Engagement Global team, you will play a key role in improving the overall customer experience.

What the role involves

• Manage and continuously update chatbot content to improve accuracy, usability, and customer satisfaction.
• Curate and maintain the FAQ knowledge base, ensuring content is clear, up to date, and aligned with support policies.
• Analyse chatbot and FAQ performance metrics (usage, deflection rates, satisfaction scores) to identify and implement improvements.
• Collaborate with Customer Support teams to identify recurring issues and knowledge gaps.
• Partner 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 and incorporate customer feedback to continuously refine self-service content.
• Ensure tone of voice remains consistent with brand guidelines and customer communication standards.

What we are looking for

• Strong writing and editing skills, with the ability to simplify complex information.
• Analytical mindset, with the ability to interpret data and translate insights into improvements.
• Excellent communication and collaboration skills.
• High attention to detail, a proactive approach, and a customer-first mindset.
• Good written and spoken English.
• 1+ year of experience in a similar role.

Nice to have

• Familiarity with customer support platforms (Zendesk, Intercom, Freshdesk, or similar), with a strong preference for experience building chatbot flows rather than just managing FAQ content.

What we offer

• Medical / Health Insurance
• Open Annual Leave
• Employee Assistance Program
• 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.