CRM Administration Specialist at Delasport

Sofia, Sofia-City, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

26 Jan, 26

Salary

0.0

Posted On

28 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM Administration, User Roles Management, Workflows Design, Data Analysis, Performance Monitoring, Training, Automation, Collaboration, Compliance, Documentation, Customer Support, Content Management, KPI Tracking, Integration, Problem Solving, Communication

Industry

Software Development

Description

About Us: Delasport is where technology meets the excitement of sports and gaming! As a leading powerhouse in iGaming software, we provide everything from platform development to player account management. Our platform is designed to make every player feel like the star of the show - with personalized experiences and cutting-edge technology at its heart. Since our founding in 2010, we’ve won multiple international awards and built a track record of excellence, stability, and success. Today, we’re proud to have over 500 experts across Bulgaria (Sofia and Plovdiv), Ukraine, and Malta - and we’re only getting started! Your Team: As a CRM Administration Specialist at Delasport, you’ll join a dynamic and collaborative team dedicated to delivering seamless customer experiences. You’ll be at the heart of our operations, ensuring our CRM systems run smoothly, efficiently, and intelligently - empowering our teams to provide world-class service to players and partners. How You’ll Make an Impact: CRM Platform Administration Configure and manage user roles, permissions, and access levels to keep operations secure and efficient. Design and implement smart workflows, automations, triggers, and macros that streamline daily processes and enhance productivity. Integrate the CRM with internal tools and third-party platforms for a unified and efficient ecosystem. Create customized dashboards and reports that deliver actionable insights into service performance and key operational metrics. Self-Service & Knowledge Management Develop and maintain self-service tools like chatbots, AI-driven search, and help centers that empower users and reduce support tickets. Build and update a rich content library — including FAQs, troubleshooting guides, and tutorials — to support both customers and internal teams. Ensure all content remains accurate, relevant, and customer-focused. Performance Monitoring and Analysis Track key KPIs such as ticket volume, resolution times, satisfaction scores, and first-contact resolution rates. Analyze CRM and support data to identify trends, bottlenecks, and opportunities for improvement. Provide insights and recommendations that enhance operational efficiency and service quality. Training and Support Conduct onboarding and training sessions for CRM users and administrators to ensure high platform proficiency. Offer expert support for complex configurations, integrations, and issue resolutions. Maintain thorough documentation, training materials, and best practices for ongoing learning and process consistency. Automation and Bots Integration Collaborate with stakeholders to design and deploy chatbots and automation solutions that elevate response speed and accuracy. Optimize bots to handle routine inquiries, boosting both customer satisfaction and agent productivity. Collaboration and Issue Resolution Work closely with IT, Product, and Operations teams to align CRM capabilities with business goals. Partner with CRM vendors and technical support to resolve issues, implement updates, and enhance system performance. Serve as a key point of contact and subject matter expert for all CRM-related topics. Compliance and Documentation Ensure full compliance with data protection and privacy regulations (GDPR, CCPA, etc.) through proper access control and audit trails. Conduct periodic audits of configurations and permissions to maintain system integrity and security. Keep detailed records of system configurations, workflows, and changes for transparency and continuity. Continuous Improvement Stay ahead of the curve with new CRM features, updates, and best practices. Identify opportunities to automate, innovate, and enhance customer engagement. Lead or contribute to strategic projects that drive growth, improve satisfaction, and optimize operations. Who You Are: Proven experience in backend administration of major CRM platforms (e.g., Zendesk, Salesforce, Freshdesk, Oracle, ServiceNow). Strong communication skills in English (both written and spoken). Background in CRM administration, support operations, or a related role. High computer literacy (Microsoft Office Suite) and solid analytical skills. Collaborative mindset with experience working across departments and with external stakeholders. Experience in CRM implementation or migration projects is a strong plus. Detail-oriented, organized, and comfortable managing multiple projects and priorities in a fast-paced environment. What We Offer to Make You Smile: We’re not just about work - we’re about you! Competitive Salary Package – We value your expertise and dedication. Time Off – 20+ vacation days to recharge and relax. Perks & Vouchers – From birthdays to baby celebrations, we’re with you for every milestone. Health & Wellness – Comprehensive health insurance and a Multisport card. Continuous Learning – Budget for courses, certifications, and self-development. Central Office Locations – Work in a vibrant, pet-friendly, and easily accessible workspace. And yes, there’s more: 🎂 Birthday Bash – Celebrate your special day with your team! 🌍 Multicultural Days – Taste and enjoy the cultures of your colleagues. 💆 Office Massages – Because a stress-free mind is a productive one. ♟️ Chess Lessons – Sharpen your mind and challenge your teammates. 🗣️ Bulgarian Lessons for Foreigners – Master the language and feel at home! Ready to Be Part of Something Big? If you’re ready to join a team that’s redefining the iGaming experience and want to make a real impact through technology and innovation — apply today! #LI-ONSITE

Responsibilities

The CRM Administration Specialist will manage and configure CRM systems, ensuring smooth operations and enhancing productivity through smart workflows and automations. They will also develop self-service tools and monitor performance metrics to improve service quality.