Senior Operations Analyst

It’s an exciting time to join Superbet, 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:

We’re looking for a Senior Operations Analyst to oversee our outsourced customer service teams and BPO partners. You’ll ensure service quality, align performance metrics, manage ticket queues in Zendesk, develop macros, support critical incident decisions, and help drive operational excellence. This role may require occasional weekend work to support peak periods. This is a great opportunity for someone with BPO experience, strong decision-making skills, and a proactive approach to operations management.

What you'll be doing:

• Monitor and analyze BPO performance to ensure service metrics are met.
• Manage operational activities and generate periodic performance reports.
• Support and optimize ticket queues in Zendesk for efficient responses.
• Provide decision-making support during critical incidents and ensure fast resolution.
• Develop and implement macros and solutions for mass case closures.
• Guide and monitor agent availability to meet demand.
• Drive quality assurance initiatives to maintain customer satisfaction.
• Analyze data to identify areas for improvement and implement corrective actions.
• Audit interactions to ensure processes are followed and standards are met.
• Be flexible to support the team during weekends or peak periods when needed.

We're looking for someone who:

• Bachelor’s degree in Business Administration, Management, or related field.
• Previous experience managing BPOs for customer service.
• Advanced proficiency in Zendesk or similar customer service tools.
• Strong decision-making skills and ability to perform under pressure.
• Excellent communication and collaboration skills with cross-functional teams.
• Proactive, detail-oriented, and able to manage multiple priorities.

Desirable Skills:

• Experience creating macros and automations in customer service platforms.
• Data analysis and performance reporting expertise.
• Leadership experience guiding and supporting teams.

About Superbet Group

Superbet is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide. Established in 2008, in Romania, the Group operates in over 12 countries, with key markets in Romania, Belgium, Poland, Serbia, and Brazil.

Superbet’s ambitious growth strategy currently focuses on expanding across Europe and Latin America while delivering immersive customer experiences and redefining ways to connect with its audience. Across international markets, the Group’s global expansion strategy is driven by innovation, responsible technology, and a passion for supporting iconic sports clubs and athletes.

Global Recognition and Standards

In 2019, Blackstone Inc., the world’s largest private equity firm, recognized Superbet’s vision and achievements with a strategic minority investment of €175 million. In 2025, the company further strengthened its financial position through a 1.3 billion Euro refinancing agreement, reinforcing its partnerships with Blackstone and certain funds and accounts managed by HPS Investment Partners, paving the way for an accelerated global growth.

As a leader in compliance and best practices, Superbet Group is an active member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).