FULL TIME
IL-GZIRA, MALTA
FULL DAY
21 August 2026
Ref: 450995

AI Operational Specialist ensuring high-quality support content, AI accuracy, and continuous improvements across Sportsbook.

Position Overview The AI Operational Specialist owns the quality and performance of AI-powered customer support for the Sportsbook & Sports Bonuses area. As the subject matter expert, they ensure AI chatbots and self-service channels deliver accurate, clear, and compliant support while continuously improving the knowledge and automation behind them. The role focuses on four key areas: AI content management — Creating and maintaining structured, AI-ready knowledge that translates complex sports betting, promotions, and bonus information into clear, machine-readable content. Help Centre management — Maintaining customer-facing self-service content across multiple languages to help customers resolve queries without contacting support. AI chatbot quality assurance — Reviewing chatbot conversations, identifying knowledge gaps and poor responses, and improving AI behaviour and content. Automation & platform management — Managing AI configuration, automated conversation flows, and platform improvements to enhance the customer experience. Key Responsibilities 1. AI Content & Knowledge Management -Own knowledge content for the Sportsbook & Sports Bonuses area, ensuring it is accurate, compliant, consistent, and easy for both customers and AI to use. -Write and structure content specifically for AI consumption. -Proactively create content ahead of product launches, promotions, and operational changes. -Continuously improve content using chatbot performance, QA findings, and customer feedback. 2. Help Centre Content Management -Create and maintain customer-facing Help Centre articles that encourage self-service. -Produce clear, accessible content that anticipates common customer questions. -Manage multilingual content, ensuring translations remain accurate and up to date. -Keep articles aligned with product and operational changes. 3. AI Chatbot Quality Assurance -Review chatbot conversations to assess accuracy, tone, compliance, and resolution quality. -Identify knowledge gaps, incorrect responses, escalation drivers, and automation opportunities, then improve AI knowledge and behaviour. -Validate chatbot performance after product, promotion, or content changes. -Turn recurring customer issues into content and configuration improvements. 4. Automation & Platform Management -Manage AI configuration, automations, and conversation flows within the support platform. -Design and optimise automated customer journeys that reduce effort and manual support. -Monitor automation performance and improve resolution rates and customer experience. -Work with the Support Content Lead and other AI Knowledge & Automation Specialists to implement new automation opportunities. 5. Stakeholder Collaboration & Insights -Act as the main contact for Product, Operations, Compliance, and Customer Support on AI and support content within the area. -Anticipate the support impact of business changes and ensure content is updated in advance. -Monitor key metrics, including containment, accuracy, escalations, and customer effort, and provide actionable insights. Requirements Essential -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. Desirable -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.

Profiles

If multiple Education and Language Profiles are defined, please note that you must fit at least one of them, but not necessarily all.

PROFILE 1

Language

Reading

Speaking

Understanding

Writing

ENGLISH

Competencies

Supply machines. Record data (daily receipts on opening and closing the games...)
Inform customers about the functioning of arcade. Monitor spaces (detect risks, disturbances...)
Carry out basic maintenance of appliances
Clean/clear gaming equipment and hall (cleanliness, design, signage...)
Check gaming equipment and reporting malfunctions

Past Experience

Occupation

Experience(months)

BOOKMAKERS, CROUPIERS AND RELATED GAMING WORKERS

Driving Licences

No Driving Licenses required for this vacancy

Apply

Please be aware that you will be submitting the Application as and that your CV will be part of your application. For additional information, use the message box below.

Message to employer

You must complete the account profile creation to be able to apply for a course.

Salary: €25,000-29,998 per year

AI Operational Specialist - Sportsbook

Job Description