Player Experience Lead - Hybrid Support & AI Tools

Sorare

Paris

Hybride

EUR 32 000 - 46 000

Plein temps

14 jours+

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Résumé du poste

Sorare in Paris is seeking a passionate customer support specialist to help players worldwide. You will handle tickets via Zendesk, diagnose issues, provide empathetic replies, and collaborate with product and engineering to improve response times and overall player satisfaction.

We value curiosity about AI, strong bilingual communication in English and French, and genuine care for players. This hybrid role requires working from the office a few days per week and thriving in a fast-paced,

Qualifications

1–2 years in customer support or customer operations.
Excellent written communication in English and French (C1 minimum).
Empathy and genuine care for players.
Passionate about football and sports.
Strong attention to detail and fast learner.

Responsabilités

Handle tickets via Zendesk with thoughtful, accurate, and empathetic responses.
Investigate account-related issues using internal tools and systems.
Maintain high service standards: protect first response and resolution times, and improve CSAT.
Escalate complex issues to appropriate internal teams with clear documentation.
Identify recurring issues and contribute to automation: chatbot, Zendesk responses, and Help Center improvements.
Collaborate with the tech team on support tooling and AI-driven efficiency.
Identify bugs and communicate them to Product and Engineering.
Share player feedback with Product and contribute to PES reviews on new releases.