Self-Service & Automation Senior Specialist
Self-Service & Automation Senior Specialist
We are looking for a proactive, analytical and customer-obsessed Self-Service & Automation Senior Specialist to drive the strategy, optimisation and continuous improvement of our automated support channels. In this role, you will take ownership of our AI chatbots, email automation flows and customer-facing Help Centre/Knowledge Base to ensure customers get fast, clear and accurate resolutions. This is a no-code/low-code operational role (not a software engineering position) — you will act as the bridge between Customer Experience (CX), Marketing and Operations, using data-driven insights and conversational design to transform manual contact volume into seamless self-service journeys.
What the role involves
Automation & Conversation Design (Chat & Email)
Flow Optimisation: Design, build, test and refine end-to-end chatbot and email automation workflows to resolve customer enquiries efficiently across digital channels.
Seamless Handovers: Ensure transition logic from automated bots to human agents is frictionless, capturing full conversation history and customer context to prevent context-switching for support representatives.
Testing & Quality Assurance: Lead continuous testing, troubleshooting and QA of bot paths and automated responses to eliminate dead ends or inaccurate messaging.
Knowledge Base & Content Management
Help Centre Ownership: Maintain, update and continuously restructure the external FAQ and Knowledge Base to ensure content is accurate, search-optimised and easy to navigate.
Brand Tone of Voice: Craft clear, empathetic and concise messaging for automated responses, maintaining a consistent brand voice across all self-service touchpoints.
Performance Analytics & Deflection Strategy
Metric Tracking: Monitor and report on core KPIs, including deflection rate, Bot Satisfaction (BSAT), usage rates and fallback/escalation trends.
Data-Driven Automation: Analyse recurring support volume and ticket patterns to identify opportunities to transition repetitive Tier-1 contacts into automated self-service paths.
Post-Implementation Review: Conduct post-launch analyses on all new bot flows and Knowledge Base updates to evaluate their direct impact on CSAT and operational efficiency.
Cross-Functional Alignment
Support Team Liaison: Work closely with frontline Customer Support teams to identify emerging customer pain points, trend shifts and agent workflow blockers.
Cross-Department Integration: Collaborate with Product, Marketing, CRM, Fraud and Compliance teams to ensure new feature rollouts, campaigns, policies and process changes are reflected in self-service tools prior to launch.
What we are looking for
2+ years of hands-on experience in chatbot management, support automation, conversation design and Knowledge Base management within a high-volume customer service setting.
2+ years of direct experience using the Zendesk support platform (Zendesk Messaging, Zendesk AI agents, Guide, Admin, or related automation tools).
Native/C2-level Romanian (written and spoken) is required.
Professional working proficiency in English (written and spoken).
Proven ability to translate support metrics, contact reasons and user feedback into actionable workflow improvements.
Exceptional editing skills, with a knack for distilling complex technical or policy information into simple, clear customer communications.
Strong problem-solving ability with a proactive approach to identifying bugs, optimising flows and driving cross-functional projects independently.
Nice to have
Background in the gaming or iGaming sector.
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.