Customer Service Process Improvement Specialist
SuperbetIt’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
The Continuous Improvement Specialist will focus on driving continuous improvement initiatives within our Customer Support team to ensure the evolvement of processes effectiveness and efficiency. This position involves analyzing KPI’s and processes, mapping processes, identifying root causes, defining, and implementing action plans to optimize processes and increase the customer satisfaction.
We're looking for someone who:
- Has experience in process improvement roles with a focus on customer support or service operations;
- Has proven expertise in process methodologies such as Lean Six sigma, DMAIC, kaizen, or similar frameworks;
- Has strong analytical skills with the ability to analyze and interpret data to drive decision-making and process optimizations efforts;
- Proves good project management skills, including the ability to manage multiple projects simultaneously;
- Has exceptional communication and interpersonal skills with the ability to effectively collaborate with stakeholders at different levels within the company;
Bonus points if you:
- Has certification in Lean Six Sigma (e.g. Green Belt or Black Belt).
What you'll be doing:
- Lead the development and implementation of continuous improvement initiatives within the customer support department.
- Conduct thorough analyses of existing processes, systems, and workflows to identify areas for improvement and optimization.
- Collaborate with cross-functional teams to gather input, insights and feedbacks on current processes and potential improvement opportunities.
- Design and implement data-driven solutions and process enhancements aimed at streamlining operations, reducing inefficiencies, and enhancing the overall customer support experience.
- Utilize performance metrics, KPI’s and customer feedback to measure the effectiveness of implemented improvements and drive ongoing refinement and optimization efforts.
- Provide guidance to CS team related to continuous improvement best practices and methodologies.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).