Continuous Improvement/ Automation Specialist

Superbet is looking for a professional passionate about continuous improvement to boost the efficiency of our customer support operations. This role combines process optimization with hands-on improvements inside our support tools.

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: