Advanced Chatbot and Automations Specialist

🎯 Your mission

We're looking for an Advanced Chatbot & Automations Specialist based in Spain to build, own and continuously improve the AI chatbots that power our B2C Customer Care service.

You'll take full ownership of a bot, from designing its conversation flows and connecting it to our systems, to measuring its quality and deciding what to improve next. Your work will directly shape how thousands of players get help, and how efficiently our Customer Care team can focus on the conversations that need a human touch.

Check out a video from our Customer Care Director talking about the team: https://www.youtube.com/watch?v=sWEU78qsxRw

👩🏽💻 What you'll be doing

• Own the chatbot bot end to end: Take full responsibility for your bot, including its Playbooks, quality and performance.

• Design and build Playbooks: Create conversation flows with conditional logic and API Actions that resolve customer needs without human intervention.

• Connect the bot to our systems: Integrate Ada Actions with existing APIs by mapping request and response fields, handling authentication and testing edge cases.

• Build automation workflows: Create workflows (for example in n8n) with branching logic and error handling to automate processes across Customer Care.

• Use AI to work at scale: Use AI tools such as Claude Code to handle bulk work like migrations, audits and configuration changes.

• Analyse and improve performance: Dig into bot performance data and build action plans together with your Team Lead.

• Measure quality independently: Go beyond the platform's own reporting, for example through regular scored reviews of real customer conversations.

• Test before every release: Run UAT and regression testing to make sure every change works as expected.

• Make decisions with confidence: Independently decide on moderate-impact changes within your bot (such as adding or reworking a Playbook), and bring changes that affect other bots or the human handoff flow to your Team Lead.

• Troubleshoot like a pro: Investigate API issues using logs and test calls, and escalate to Engineering with a clear diagnosis when needed.

In short, you'll be the person who makes our automated customer experience smart, reliable and genuinely helpful.

👥 Who you'll be playing with

You'll join our Customer Care team of 32 people, reporting to the Customer Experience and Automations Manager and working closely with our B2B Automations Specialist and our Content and Knowledge Specialist to create a seamless self-service experience across the platform.

🔮 Upcoming projects

• Building and scaling our B2C chatbot

• Collaborating on B2B automations and Help Center content

• More exciting automation projects on the way!

🦄 Our Ideal "Player"

• Solid hands-on experience building and maintaining AI chatbots

• Experience on projects involving low-coding, ideally using AI coding tools such as Claude Code

• Experience with n8n or other automation tools

• Good understanding of APIs, integration concepts and data structures (for example JSON)

• Experience building automations and workflows

• Ability to analyse data and turn it into actionable insights

• Fluent English

• Based in Spain

🤓 Extra points

• Experience in Customer Care or another customer-facing role

• Familiarity with Playtomic products (B2B and B2C)

• Additional languages

🤝 What's in it for you

• Salary: Depending on experience, to be discussed in the first meeting

• Opportunity to work in a top international team

• 23 days of vacation + day off on your birthday + 2 days off for Wellness days in August.

• 1 additional day off per year worked.

• Cobee benefits: Medical insurance or Restaurant card and flexible spending on food, transportation, kindergarten and more.

• Gympass discounts in several plans that include gyms, personal classes, access to free apps for wellbeing, nutrition etc.

• Remote work flexibility

➡️ Our hiring process

Last, and for you to start warming up, we want to show you what our process looks like:

• First, you'll have an interview with the hiring manager

• Then, there's an exercise to showcase your skills

• Finally, you'll meet with with someone from the People team.

About PLAYTOMIC 🎾

We're world's largest racket sports App for players and clubs. Our goal is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing.

Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main world players in sports digitalization. You will find 200+ co-workers around the world with headquarters in Spain.

👉🏼 Take a look at our candidate playbook!