Continuous Improvement/ Automation 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.
You will be responsible for mapping opportunities and leading initiatives that make our workflows faster, more scalable, and more customer-friendly—including configuring and creating basic automations within platforms such as Zendesk and other workflow tools.
This is not a developer position, but you should feel comfortable making practical changes inside support systems (e.g., setting up rules, triggers, or simple integrations) and collaborating with our automation and technology teams for larger projects.
What you'll be doing:
- Map and review customer support processes to find areas for improvement and opportunities for automation or self-service.
- Configure and maintain basic automations and workflow rules within tools like Zendesk (e.g., triggers, macros, routing rules, integrations) and AI agents to improve efficiency and accuracy.
- Lead changes and enhancements to support tools and knowledge bases in partnership with technical teams when more complex work is needed.
- Lead and support the implementation of AI-driven solutions, such as AI agents or conversational AI, from scoping and vendor selection to rollout and team adoption.
- Evaluate and recommend new solutions or automation features, presenting clear business cases.
- Track efficiency and customer-satisfaction metrics, and propose adjustments as needed.
What We’re Looking For:
- Experience in process analysis and improvement within customer support, operations, or customer experience.
- Familiarity with support platforms (e.g., Zendesk) and confidence in making basic workflow or automation configurations inside these tools.
- Hands-on experience participating in the implementation of AI-driven solutions (e.g., copilots) to enhance customer service or operational efficiency.
- Ability to identify efficiency opportunities—from diagnosing issues to guiding implementation of enhancements.
- Knowledge of customer service metrics and analytics (CSAT, First Response Time) to build data-driven business cases for automation and AI.
- Strong collaboration skills to work across departments such as Support, Product, and Technology.
- Excellent communication, organizational, and analytical abilities.
- Advanced English, comfortable working with international teams.
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.
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