AI-Driven Player Experience Specialist

Sorare

Paris

Hybride

EUR 36 000 - 48 000

Plein temps

14 jours+

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Résumé du poste

Sorare in Paris invites applications for a Player Experience Specialist focusing on AI and automation. You’ll support players through Zendesk, troubleshoot issues, and help automate responses to improve speed and CSAT.

Ideal candidates have 1–2 years in customer support or operations, enjoy working with engineers on AI tools, and are fluent in English and French. This is a hybrid role with in‑office days required.

Qualifications

1-2 years in customer support or customer operations, or a strong first experience paired with the right attitude (early‑career candidates welcome).
Excellent written communication in English and French (C1 minimum).
A problem‑solving mindset, genuine curiosity, and comfort getting hands‑on with internal tools.

Responsabilités

Support players through Zendesk with thoughtful, accurate and empathetic assistance at high volume.
Investigate account‑related issues using internal tools and administrative systems.
Keep our service standards high: protect first response and resolution times, and help lift CSAT.
Escalate complex issues to the right internal teams, keeping escalations clean and well‑documented.
Spot recurring issues and patterns, and turn them into opportunities to automate: improve our chatbot, automated Zendesk responses and Help Center so players get answers faster and fewer tickets reach the queue.
Work hand in hand with the tech team on support tooling and automation, using AI tools to make yourself and the team more efficient.
Identify bugs and player pain points, and communicate them clearly to Product and Engineering.
Partner with Product by sharing player feedback and contributing to a PES review step on new releases.