Automation & Self-Service Specialist

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.

We’re looking for a detail-oriented and customer-focused professional to own and optimize our support chatbot and FAQ knowledge base. You’ll be responsible for ensuring customers get 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.

What you will be doing : 

• 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.

We are looking for someone who has: 

• 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 or FAQ platforms (Zendesk, Intercom, Freshdesk, or similar) is a plus
• Good written and spoken English.
• 2+ years of experience in a similar role.

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).