- Honesty – always playing with open cards: We say what we mean and mean what we say — with respect. Feedback is given directly, not behind someone’s back. Honest and open communication is a right for every employee to grow.
- Trust – no gossip, only respect: Not everything you hear needs to be shared. What you do share, you share carefully. We talk with each other, not about each other. Respect also means being visible and attentive. We are there for each other.
- Commitment – a deal is a deal: We take deadlines, meetings, and tasks seriously. We are flexible, but not sloppy. Say what you will do, and do what you say. Presence matters: we show up on time, prepared, and with cameras on during online meetings.
- Work enjoyment – laugh, but deliver: Fun and a good atmosphere are important — as long as we deliver results. We create a workplace where people enjoy working and performing. A professional and well-groomed appearance at the office contributes to a positive and respectful environment.
- Ownership – everyone is player and coach: You make the difference. Initiative is seen and valued. Naming a problem is step one. Proposing a solution is step two. We work toward one shared goal and help each other by being engaged, visible, and accountable.
CX Tooling & Automation Specialist @ 711 Group
AMSP04359
Function
The CX Tooling & Automation Specialist helps shape the future of Customer Experience at 711, where CX is the central connecting domain between Customer Service, Risk & Fraud, Responsible Gaming and Player Experience. Within the CX Excellence team, this role represents the Tooling & Automation pillar and acts as the bridge between business, CX teams and technology.
The role is responsible for managing, optimising and further developing the CX tooling landscape, with Zendesk as the core platform. The objective is to define and safeguard a clear CX tooling vision and structure: from optimising workflows, automations and dashboards to implementing API integrations, AI solutions and data-driven reporting. In doing so, the role supports 711’s international growth by standardising tooling, centralising processes and technically enabling new markets and brands.
This position creates central ownership and coordination of CX tooling, strengthening collaboration between CX, business and IT. It reduces manual workload, increases automation and accelerates the execution of the CX strategy. Ultimately, it enables teams to focus on meaningful player interactions while supporting scalability and player experience.
Tasks & responsibilities:
Customer Experience (CX) tooling
- Set up and optimise:
- Triggers, automations and macros
- Views, forms and workflows
- Settings and permissions
- Build dashboards and reporting for agents, team leaders and management
- Set up new CX instances end-to-end when launching in new gaming markets
- Maintain and continuously improve existing setups
Integrations & automation
- Contribute to and build new integrations (via APIs, middleware and external tools)
- Set up and manage API keys and system connections
- Collaborate with external partners during technical calls
AI, automation & ticket deflection
- Brainstorm with CX Excellence on frequently asked questions and repetitive processes to drive case/ticket deflection
- Integrate AI-driven solutions where possible (in line with gaming regulations)
- Focus on working smarter, not harder
Process & performance
- Identify issues in tooling or processes
- Take solution-oriented action
- Contribute to CX process optimisation, using technology as an enabler
Profile
Experience & background:
- ± 2–5 years of relevant experience in functional application management, CX tooling or process optimisation
- Experience with Zendesk or similar ticketing/Customer Experience platforms
- Affinity with APIs, integrations and automation (no need to be a developer, but technically strong enough to work closely with IT)
- Experience with CRM, support or back-office tools and optimising workflows
- Analytical mindset, with a focus on process improvement and data-driven work
- Experience in a scale-up, tech, SaaS, e-commerce, fintech or gaming environment is a plus
- Interest in AI, automation and the digitalisation of customer processes
Competences:
- Analytical and problem-solving mindset
- Ability to analyse and optimise processes
- Strong communication and stakeholder management skills
- Able to bridge business and technical teams
- Structured and well-organised, with a strong sense of priorities
- High level of ownership and proactivity
- Curious and eager to learn about new technologies, automation and AI
- Comfortable in a scale-up environment
Offer
What they offer:
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A key role with ownership over CX tooling and automation in a fast-growing scale-up.
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Direct impact on player experience and international growth.
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Work in an international iGaming environment with expansion into new markets (including Malta).
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Plenty of room for initiative, autonomy, and process & technology input.
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A dynamic scale-up culture with short decision lines and open communication.
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Learning and growth opportunities within a growing organization.
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An informal, close-knit workplace with a lunch budget, snacks, a pleasant work environment, and a team-oriented culture.
CX Tooling & Automation Specialist @ 711 Group
711 is a Belgian iGaming and technology company headquartered in Bruges that focuses on offering online casino games and sports betting. The company builds on more than 30 years of experience in the Belgian gambling market, where it pioneered the online casino Carousel.be, one of the first legal providers after online gambling was regulated in 2012. From this strong foundation, the international brand 711 Sport & Casino was launched, with its first online launch in the Netherlands in 2022 and the addition of a sportsbook in 2024. 711 is now also active in Belgium, and its international growth is accelerating with an expansion to Malta and new markets on the roadmap.
Today, 711 is in a strong scale-up phase with more than 80 employees and a clear ambition to grow internationally. The organization combines a technology-driven approach with a strong player-first mindset: the player experience is central to everything they do. Their offering focuses on a wide selection of casino games and sports betting, high payout percentages and odds, fast withdrawals, and 24/7 personal support. At the same time, responsible gaming is key: all employees receive training in responsible gaming and the company strictly complies with regulations in every market in which it operates.
Innovation and customer experience are at the core of the strategy. 711 aims to invest in automation, data, integrations, and AI to continuously improve the player experience and make internal processes scalable. To achieve this ambition, they are looking for a CX Tooling & Automation Specialist to help build this pillar. With short reporting lines, an open communication culture, and strong trust and ownership for employees, the company combines the dynamics of a scale-up with an informal and people-centric team culture. Through further international expansion, 711 aims to become a leading player in the European iGaming market.
Values of 711:
What characterizes 711:
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Player-first mindset: 711 places the player experience at the center of everything they do. Built by casino players themselves, they focus on entertainment, ease of use, fast withdrawals and 24/7 personal support to ensure the best experience in every market.
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Technology & automation: 711 invests in technology, data, integrations and AI to make processes scalable and efficient. Through automation and smart tooling, teams can focus on valuable player interactions instead of administration.
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Innovation & growth: As an international scale-up, 711 continuously explores new markets, products, and opportunities. Expansion to the Netherlands, Belgium, and Malta and the focus on AI and new tools show a clear ambition to raise the bar in the iGaming sector.
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Responsible gaming: Responsible gaming is central to 711’s operations. All employees receive responsible gaming training, and the company strictly follows regulations in every market, with strong attention to safety, fraud prevention, and player protection.
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Ownership & collaboration: 711 combines short reporting lines and open communication with a culture of trust, collaboration, and responsibility. Employees are encouraged to take initiative, share ideas, and make an impact in a dynamic scale-up environment.
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Steven De PoortereAccessible from Monday to Friday during office hours
Steven De Poortere7:48