CRM Administration Specialist

About Us:

Delasport is where technology meets the excitement of sports and gaming! As a leading powerhouse in iGaming software, we provide everything from platform development to player account management. Our platform is designed to make every player feel like the star of the show - with personalized experiences and cutting-edge technology at its heart.

Since our founding in 2010, we’ve won multiple international awards and built a track record of excellence, stability, and success. Today, we’re proud to have over 500 experts across Bulgaria (Sofia and Plovdiv), Ukraine, and Malta - and we’re only getting started!

Your Team:

As a CRM Administration Specialist at Delasport, you’ll join a dynamic and collaborative team dedicated to delivering seamless customer experiences. You’ll be at the heart of our operations, ensuring our CRM systems run smoothly, efficiently, and intelligently - empowering our teams to provide world-class service to players and partners.

How You’ll Make an Impact:

CRM Platform Administration

• Configure and manage user roles, permissions, and access levels to keep operations secure and efficient.
• Design and implement smart workflows, automations, triggers, and macros that streamline daily processes and enhance productivity.
• Integrate the CRM with internal tools and third-party platforms for a unified and efficient ecosystem.
• Create customized dashboards and reports that deliver actionable insights into service performance and key operational metrics.

Self-Service & Knowledge Management

• Develop and maintain self-service tools like chatbots, AI-driven search, and help centers that empower users and reduce support tickets.
• Build and update a rich content library — including FAQs, troubleshooting guides, and tutorials — to support both customers and internal teams.
• Ensure all content remains accurate, relevant, and customer-focused.

Performance Monitoring and Analysis

• Track key KPIs such as ticket volume, resolution times, satisfaction scores, and first-contact resolution rates.
• Analyze CRM and support data to identify trends, bottlenecks, and opportunities for improvement.
• Provide insights and recommendations that enhance operational efficiency and service quality.

Training and Support

• Conduct onboarding and training sessions for CRM users and administrators to ensure high platform proficiency.
• Offer expert support for complex configurations, integrations, and issue resolutions.
• Maintain thorough documentation, training materials, and best practices for ongoing learning and process consistency.

Automation and Bots Integration

• Collaborate with stakeholders to design and deploy chatbots and automation solutions that elevate response speed and accuracy.
• Optimize bots to handle routine inquiries, boosting both customer satisfaction and agent productivity.

Collaboration and Issue Resolution

• Work closely with IT, Product, and Operations teams to align CRM capabilities with business goals.
• Partner with CRM vendors and technical support to resolve issues, implement updates, and enhance system performance.
• Serve as a key point of contact and subject matter expert for all CRM-related topics.

Compliance and Documentation

• Ensure full compliance with data protection and privacy regulations (GDPR, CCPA, etc.) through proper access control and audit trails.
• Conduct periodic audits of configurations and permissions to maintain system integrity and security.
• Keep detailed records of system configurations, workflows, and changes for transparency and continuity.

Continuous Improvement

• Stay ahead of the curve with new CRM features, updates, and best practices.
• Identify opportunities to automate, innovate, and enhance customer engagement.
• Lead or contribute to strategic projects that drive growth, improve satisfaction, and optimize operations.

Who You Are:

• Proven experience in backend administration of major CRM platforms (e.g., Zendesk, Salesforce, Freshdesk, Oracle, ServiceNow).
• Strong communication skills in English (both written and spoken).
• Background in CRM administration, support operations, or a related role.
• High computer literacy (Microsoft Office Suite) and solid analytical skills.
• Collaborative mindset with experience working across departments and with external stakeholders.
• Experience in CRM implementation or migration projects is a strong plus.
• Detail-oriented, organized, and comfortable managing multiple projects and priorities in a fast-paced environment.

What We Offer to Make You Smile:

We’re not just about work - we’re about you!

• Competitive Salary Package – We value your expertise and dedication.
• Time Off – 20+ vacation days to recharge and relax.
• Perks & Vouchers – From birthdays to baby celebrations, we’re with you for every milestone.
• Health & Wellness – Comprehensive health insurance and a Multisport card.
• Continuous Learning – Budget for courses, certifications, and self-development.
• Central Office Locations – Work in a vibrant, pet-friendly, and easily accessible workspace.

And yes, there’s more:
Birthday Bash – Celebrate your special day with your team!
Multicultural Days – Taste and enjoy the cultures of your colleagues.
Office Massages – Because a stress-free mind is a productive one.
♟ Chess Lessons – Sharpen your mind and challenge your teammates.
Bulgarian Lessons for Foreigners – Master the language and feel at home!

Ready to Be Part of Something Big?

If you’re ready to join a team that’s redefining the iGaming experience and want to make a real impact through technology and innovation — apply today!

#LI-ONSITE