AI Operational Specialist - Sportsbook
HybridGżira, Il-Gżira, Malta
Job Summary
Own knowledge content for the Sportsbook & Sports Bonuses area, ensuring it is accurate, compliant, and machine-readable. Create and maintain customer-facing Help Centre articles across multiple languages to enable self-service resolution. Review chatbot conversations to identify knowledge gaps and improve AI behavior, then validate performance after product changes. Manage AI configuration, automated conversation flows, and platform improvements to enhance customer experience. Act as the main contact for Product, Operations, Compliance, and Customer Support on AI and support content within the area. Monitor key metrics including containment, accuracy, and escalations to provide actionable insights.
Required Qualifications
- Strong knowledge of sports betting, including bet types, markets, settlement, and sports bonus mechanics (e.g. free bets, wagering requirements, and promotions)
- Proven experience creating, editing, or proofreading high-quality content
- Practical experience working with AI tools, prompt design, AI content, or chatbot optimisation
- Experience managing knowledge bases, Help Centres, or customer-facing content
- Ability to analyse customer interactions and prioritise improvements
Desired Qualifications
- Experience with Intercom (especially Fin AI Agent) or similar AI support platforms
- Experience with conversational AI, AI training, or model optimisation
- Experience within online gaming, casino, payments, fintech, or another regulated customer service environment
- Experience managing multilingual content or localisation workflows; additional language skills are an advantage
- Experience with QA frameworks, reporting, or support automation
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