Automation & Self-Service Specialist

1 day ago

Greece Superbet Full time €15,000 - €45,000 per year

We're looking for a detail-oriented and customer-focused professional to own and optimize our support chatbot and FAQ knowledge base. You'll be responsible for ensuring customers get accurate, timely, and helpful answers through self-service channels. This is not an engineering role — you will work closely with product, support, and content teams to keep information updated, clear, and effective.

What you will be doing :

  • Manage and continuously update chatbot content to improve accuracy, usability, and customer satisfaction.
  • Curate and maintain the FAQ/knowledge base, ensuring all content is clear, up to date, and aligned with support policies.
  • Analyze chatbot and FAQ performance metrics (usage, deflection rates, satisfaction scores) and propose improvements.
  • Collaborate with Customer Support teams to identify recurring issues and knowledge gaps.
  • Work with Product and Marketing teams to ensure new features, services, and policies are accurately reflected in self-service content.
  • Test chatbot flows and FAQ entries to ensure a seamless customer experience.
  • Collect customer feedback and refine content to make self-service support as effective as possible.
  • Ensure tone of voice is consistent with brand guidelines and customer communication standards.

We are looking for someone who has:

  • Strong writing and editing skills; ability to simplify complex information.
  • Analytical mindset with the ability to interpret data and make improvements.
  • Excellent communication and collaboration skills.
  • Attention to detail, proactive approach, and customer-first mindset.
  • Familiarity with chatbot or FAQ platforms (Zendesk, Intercom, Freshdesk, or similar) is a plus
  • Good written and spoken English.
  • 2 years of experience in a similar role.

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