Self-Service & Automation Senior Specialist
Core
Drive strategy, optimization, and continuous improvement of automated support channels (AI chatbots, email flows, Help Centre) to ensure fast, clear, and accurate customer resolutions.
Role type
Senior Self-Service & Automation Specialist (No-code/Low-code)
Builds
AI chatbots, email automation workflows, and external Knowledge Base
Domain
Customer Experience (CX) / iGaming & Sports Entertainment
Required skills
Chatbot management, support automation, conversation design, Knowledge Base management, Zendesk platform expertise, data-driven workflow optimization, brand tone of voice crafting, performance analytics, cross-functional collaboration
Preferred skills
iGaming sector background
Technologies
Zendesk (Messaging, AI agents, Guide, Admin), No-code/Low-code tools
Responsibilities
Design and refine end-to-end chatbot and email automation workflows; Ensure seamless handovers between bots and human agents; Lead testing and QA of bot paths; Maintain and restructure the external FAQ and Knowledge Base; Monitor KPIs including deflection rate and Bot Satisfaction; Analyze support volume to identify automation opportunities; Collaborate with Product, Marketing, and Support teams to align self-service tools with new features.
Seniority
Senior, hands-on IC
