Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO!

Company Overview:
Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for a dynamic and data-driven Bot Specialist!

Position Overview:
We’re looking for a Bot Specialist to design, optimize, and continuously improve our chatbot experience. In this role, you will create conversational flows, analyze performance data, and enhance bot accuracy to deliver a seamless and engaging customer experience.

You’ll work closely with cross-functional teams to identify improvement opportunities, ensure compliance with brand and regulatory standards, and implement new features and enhancements. This role plays a key part in increasing automation efficiency, improving deflection rates, and maintaining a consistent, high-quality customer journey.

Responsibilities:

• Design, create, and maintain chatbot conversations, responses, and FAQs to ensure accurate and brand-consistent communication.

• Monitor chatbot performance and customer interactions to identify trends, gaps, and opportunities for improvement.

• Analyze key metrics (e.g., CSAT, deflection, resolution rates) and recommend data-driven enhancements.

• Collaborate with Operations, CX, and other stakeholders to ensure the bot reflects accurate and up-to-date information.

• Identify and resolve performance issues, optimizing bot logic and conversational flows.

• Review and update content regularly to ensure compliance with company policies and regulatory requirements.

• Support the testing and rollout of new chatbot features, AI capabilities, and integrations.

• Maintain clear documentation of bot logic and content across languages where required.

• Provide guidance and support to team members on chatbot content and tools.

• Ensure a consistent tone of voice and brand experience across all automated touchpoints.

• Stay up to date with industry trends in AI, machine learning, and conversational design.

Requirements:

• 2+ years of experience in content creation, customer experience, or digital platforms

• Excellent writing, editing, and proofreading skills with strong attention to detail

• Familiarity with chatbot platforms and performance metrics (e.g., CSAT, deflection, resolution rates)

• Strong understanding of customer service principles and user experience best practices

• Analytical mindset with the ability to interpret data and translate insights into improvements

• Ability to collaborate effectively with cross-functional teams (e.g., CX, UX, BI)

• Strong communication and stakeholder management skills

• Ability to manage multiple priorities in a fast-paced environment

• Problem-solving skills with the ability to handle complex conversational logic challenges

Nice to have:

• Basic knowledge of HTML/CSS

• Familiarity with AI or machine learning concepts
  

Think we're a good match? Apply now!

The Perks (Macedonia Office):

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

• Private health insurance

• Wellness incentives, including a fitness allowance and mental well-being services

• 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely

• Office lunches - three times per week

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• Social events for building strong relationships with colleagues from all across the organisation

Our ABC values:

ASPIRE
At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE
Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE
Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.