Bot Specialist (Igaming)

TL;DR

Bot Specialist (Igaming): Design, optimize, and improve chatbot conversations and flows for customer service with an accent on performance metrics, brand consistency, and regulatory compliance. Focus on analyzing interactions, resolving issues, and implementing data-driven enhancements to increase automation efficiency and deflection rates.

Location: Hybrid in Macedonia Hub

Company

International online casino company focused on innovative, secure, and responsible gaming experiences.

What you will do

• Design, create, and maintain chatbot conversations, responses, and FAQs for accurate, brand-consistent communication.
• Monitor performance and customer interactions to identify trends, gaps, and improvement opportunities.
• Analyze metrics like CSAT, deflection, and resolution rates to recommend enhancements.
• Collaborate with Operations, CX, and stakeholders to keep bot information up-to-date.
• Resolve performance issues, optimize logic and flows, and ensure compliance with policies and regulations.
• Support testing and rollout of new features, AI capabilities, integrations, and maintain documentation.

Requirements

• 2+ years in content creation, customer experience, or digital platforms.
• Excellent writing, editing, and proofreading skills with attention to detail.
• Familiarity with chatbot platforms and metrics (CSAT, deflection, resolution rates).
• Strong customer service principles and UX best practices.
• Analytical mindset to interpret data and drive improvements.
• Collaboration, communication, stakeholder management, and problem-solving skills in fast-paced environment.

Nice to have

• Basic HTML/CSS knowledge.
• Familiarity with AI or machine learning concepts.

Culture & Benefits

• Private health insurance and wellness incentives including fitness allowance and mental health services.
• 2 weeks Work From Anywhere (increasing to 4 weeks with tenure).
• Office lunches three times per week, professional tools, and hirify.global College training courses.
• Social events and collaborative office spaces.
• ABC values: Aspire (innovation), Believe (teamwork), Care (support and responsible gaming).