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:
We’re looking for a Senior Operations Analyst to oversee our outsourced customer service teams and BPO partners. You’ll ensure service quality, align performance metrics, manage ticket queues in Zendesk, develop macros, support critical incident decisions, and help drive operational excellence. This role may require occasional weekend work to support peak periods. This is a great opportunity for someone with BPO experience, strong decision-making skills, and a proactive approach to operations management.
What you'll be doing:
- Monitor and analyze BPO performance to ensure service metrics are met.
- Manage operational activities and generate periodic performance reports.
- Support and optimize ticket queues in Zendesk for efficient responses.
- Provide decision-making support during critical incidents and ensure fast resolution.
- Develop and implement macros and solutions for mass case closures.
- Guide and monitor agent availability to meet demand.
- Drive quality assurance initiatives to maintain customer satisfaction.
- Analyze data to identify areas for improvement and implement corrective actions.
- Audit interactions to ensure processes are followed and standards are met.
- Be flexible to support the team during weekends or peak periods when needed.
We're looking for someone who:
- Bachelor’s degree in Business Administration, Management, or related field.
- Previous experience managing BPOs for customer service.
- Advanced proficiency in Zendesk or similar customer service tools.
- Strong decision-making skills and ability to perform under pressure.
- Excellent communication and collaboration skills with cross-functional teams.
- Proactive, detail-oriented, and able to manage multiple priorities.
- Experience creating macros and automations in customer service platforms.
- Data analysis and performance reporting expertise.
- Leadership experience guiding and supporting teams.
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).
Top Skills
What We Do
We are a tech & entertainment company founded in 2008, with a dream of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world. Our group is present in 10 countries, in terms of operations or tech hubs, with the most important markets being Romania, Belgium, and Poland. The Superbet team gathers more than 4.500 people, acting as the major driving force behind our success. Tech-powered global entertainment platform At Superbet, technology and innovation are at the heart of everything we do. Our tech hubs in Zagreb, London, and Bucharest are focused on developing the best proprietary technology, innovative products, and new ways to engage with our passionate customer base. Following record-breaking years for the Group, we are moving ever closer to our goal of exciting the world. Our plans are big - expanding our presence in Central and Eastern Europe and creating a unique experience for our customers. Our Credentials The world's largest private equity fund, Blackstone Inc., recognized our vision. That's why we received a strategic investment of 175 million euros in 2019. As leaders in compliance and best practices, we are members 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
