Self-Service & Automation Manager at Super Technologies

, , Romania -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

26 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Automation Strategy, Generative AI, Chatbot Management, Knowledge Base Structuring, RAG, Customer Deflection, Intelligent Routing, Team Leadership, Zendesk, Salesforce Service Cloud, Intercom, Data Analysis, Process Engineering, Dialogue Flow Design, English Proficiency, Project Coordination

Industry

IT Services and IT Consulting

Description

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. The Self-Service & Automation Manager is a leadership role within the Customer Operations function, responsible for building and orchestrating the automation strategy — spanning AI, chatbots and Help Centre — to reduce contact volume, increase response speed and transform reactive support into a proactive, automated system. Based in Bucharest, Romania, this role plays a critical part in shaping the digital support experience at Super Technologies Group, leveraging the latest Generative AI technologies to deliver instantaneous, accurate and scalable customer interactions. What the role involves Translate high-level strategy into clear objectives, outcomes and prioritised initiatives, making explicit trade-offs where necessary. Lead, inspire and mentor the Self-Service & Automation team, fostering a culture of continuous improvement and technical excellence. Coordinate and deliver complex automation projects, ensuring that deadlines, quality standards and performance benchmarks are consistently met. Coordinate the deployment of virtual agents based on Large Language Models (LLMs) capable of resolving complex requests beyond pre-defined scripts. Ensure the Knowledge Base is structured for AI consumption (RAG — Retrieval-Augmented Generation) to generate accurate automated responses. Design customer deflection strategies and configure intelligent routing to distribute tickets to the correct departments automatically. Manage and optimise chatbot performance, and conduct post-implementation analysis to evaluate impact on customer satisfaction and operational efficiency. Work with Product and Marketing teams to ensure new features, services and policies are accurately reflected in self-service content. Ensure the transition from automation to a human agent is fluid, providing agents with full interaction context. Collaborate with stakeholders, clearly communicating project status, milestones and identified risks. Monitor system performance and proactively propose improvements for scalability, stability and optimisation. What we are looking for 3–5 years of experience in Customer Operations, Contact Centre Management or Product Support, with a proven track record of leading teams. Advanced experience with support platforms (e.g. Zendesk, Salesforce Service Cloud, Intercom) and chatbot tools (e.g. Zendesk, Ultimate.ai, Ada, Fin). Ability to structure instructions for AI models to deliver optimal results, with a solid understanding of the current GenAI landscape. Capacity to analyse unstructured data (e.g. chat transcripts) to identify automation opportunities and interpret complex data to drive improvements. User-oriented mindset combined with the rigorous thinking of a process engineer. Excellent communication skills, with the ability to write dialogue flows that sound natural and professional. Advanced English proficiency (essential for AI model training and vendor collaboration). What we offer Medical / Health Insurance Open Annual Leave Employee Assistance Programme Training & Learning Development Additional benefits vary by country and will be shared during the hiring process. 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.

Responsibilities

Lead the automation strategy by orchestrating AI, chatbots, and Help Centres to reduce contact volume and increase response speed. Manage the deployment of LLM-based virtual agents and ensure the knowledge base is optimized for RAG to deliver scalable customer interactions.