Continuous Improvement Specialist

It’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.

Job Summary
Superbet is seeking a proactive Continuous Improvement Specialist to drive operational excellence within our Customer Service team. This role focuses on identifying, analyzing, and implementing process improvements to enhance efficiency, reduce costs, and improve the overall customer experience. The ideal candidate has a strong background in customer service and operations processes, data analysis, and project management, with a passion for creating streamlined, impactful solutions.

We're looking for someone with:

• Proven experience in continuous improvement roles, process analysis, or project management within customer service or BPO environments.
• Experience in iGaming or tech-driven industries is a strong plus.
• Proficiency in data analysis tools such as Excel, Tableau, or similar platforms.
• Familiarity with customer service tools like Zendesk or CRM systems.
• Knowledge of Lean Six Sigma, Kaizen or similar methodologies (certification is a plus).
• Strong analytical and problem-solving skills with a detail-oriented approach.
• Excellent communication and presentation skills in Portuguese and advanced English proficiency.
• A proactive, self-motivated mindset with the ability to manage multiple projects simultaneously.

What you'll be doing:.

• Evaluate existing customer service and operations workflows and identify inefficiencies or bottlenecks.
• Develop and implement process improvement initiatives that enhance efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) to identify areas for improvement.
• Generate actionable insights through data analysis and recommend strategies for improvement.
• Work closely with CS team leaders, quality assurance, and operations managers to align improvement initiatives with business goals.
• Partner with product and tech teams to propose and implement technology-driven solutions.
• Promote a culture of continuous improvement by facilitating workshops, training, and knowledge-sharing sessions.
• Lead or contribute to Lean, Six Sigma, or other structured improvement projects.
• Drive initiatives that enhance the customer journey, ensuring fast resolution times and high satisfaction scores.
• Stay informed about industry best practices and emerging trends to recommend cutting-edge solutions.

About Superbet Group

Superbet is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide. Established in 2008, in Romania, the Group operates in over 12 countries, with key markets in Romania, Belgium, Poland, Serbia, and Brazil.

Superbet’s ambitious growth strategy currently focuses on expanding across Europe and Latin America while delivering immersive customer experiences and redefining ways to connect with its audience. Across international markets, the Group’s global expansion strategy is driven by innovation, responsible technology, and a passion for supporting iconic sports clubs and athletes.

Global Recognition and Standards

In 2019, Blackstone Inc., the world’s largest private equity firm, recognized Superbet’s vision and achievements with a strategic minority investment of €175 million. In 2025, the company further strengthened its financial position through a 1.3 billion Euro refinancing agreement, reinforcing its partnerships with Blackstone and certain funds and accounts managed by HPS Investment Partners, paving the way for an accelerated global growth.

As a leader in compliance and best practices, Superbet Group is an active member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).