Player Experience Specialist (AI & Automation)

About the role

As a Player Experience Specialist you will be the first line of support for Sorare’s millions of players, handling high‑volume tickets through Zendesk and turning recurring issues into automated solutions. You will work closely with the tech, product and engineering teams to improve tooling, AI‑driven responses and overall player satisfaction.

Key responsibilities

• Provide thoughtful, accurate and empathetic assistance to players via Zendesk, maintaining fast first‑response and resolution times.
• Investigate account‑related problems using internal tools and administrative systems.
• Escalate complex cases to the appropriate internal teams with clear documentation.
• Identify recurring patterns, improve the chatbot and automated Zendesk replies, and reduce ticket volume.
• Collaborate with the tech team to build and refine AI‑powered support tools and automation workflows.
• Report bugs and player pain points to Product and Engineering, and contribute to release reviews.
• Share player feedback with Product to influence future features.

Required profile

• 1‑2 years of experience in customer support or operations (early‑career candidates welcome).
• Strong enthusiasm for AI and automation, with a willingness to experiment with new tools.
• Excellent written communication in English and French (minimum C1 level).
• Problem‑solving mindset, high attention to detail and ability to learn quickly in a fast‑moving environment.
• Empathy and genuine care for players, plus a passion for football and sports.

Required skills

• Familiarity with ticketing platforms such as Zendesk.
• Exposure to automation, no‑code/low‑code tools, and scripting.
• Basic knowledge of SQL.
• Experience or interest in AI/LLM tools for support automation.