Customer Automation & Optimisation Specialist
Kraków, Lesser Poland Voivo...
Aristocrat
Job Description
Join our dynamic team and make a real impact as a Customer Automation & Optimisation Specialist!
At Aristocrat, the mission is to bring happiness to life by harnessing the joy of play, and outstanding customer experience starts with smart, scalable support solutions. This role is responsible for crafting, launching, and continuously refining automation workflows across the entire customer lifecycle—reducing manual effort, improving resolution rates, and ensuring customer tooling supports efficient, high-quality service delivery at scale.
Work mode: hybrid – 3 days per week from the Wave Office in Gdansk or Unity Office in Krakow.
What You'll Do
Compose, build and launch automation workflows within Intercom
Translate operational requirements into structured workflow logic
Test, validate and refine automation prior to release
Document workflows and decision logic clearly
Analyse automation performance data including resolution rate, containment and customer concern trends
Identify optimisation opportunities to improve penetration and customer experience
Refine routing logic, tagging and decision trees
Partner with Customer Operations to ensure smooth rollout of automation changes
Support structured handover into BAU
Monitor impact on SLA and quality metrics
Maintain tagging hygiene and workflow documentation
Ensure consistent configuration standards across automation builds
Flag scalability risks or system gaps
What We're Looking For
Experience working with customer support tooling such as Intercom, Zendesk or similar
Strong analytical approach with ability to interpret performance data
Comfortable building logic-based workflows
Problem solver who maintains strong attention to detail and structure
Experience in a scaled customer operations environment preferred
Why Product Madness?
As part of the Aristocrat family, we share their mission of bringing joy to life through the power of play, with a world-class team who creates top-grossing, leading titles in the social casino genre, including Heart of Vegas, Lightning Link, Cashman Casino. With 800 team members across the globe, Product Madness is headquartered in London, with offices in Barcelona, Gdańsk, Lviv, Montreal and a remote team spanning the USA, making us a truly global powerhouse.
We live by our People First principle. Regardless of where, when, or how they work, our team members have opportunities to elevate their careers, and grow alongside us. We take pride in fostering an inclusive culture, where our people are encouraged to be their very best, every day. But don’t just take our word for it. In 2024, we made the Global Inspiring Workplace Awards list, and won a bronze award at the Stevies for Great Employers in the ‘Employer of the Year - Media and Entertainment’ category.
So, what’s stopping you?
Travel Expectations
Additional Information
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
