Player Experience Specialist (AI & Automation)

Sorare
Paris
Workplace: HybridFull timeFunction: Data Science & Machine LearningExperience: 1-2 yearsSkills: ["Empathy","Written communication","Problem-solving","Attention to detail","Curiosity"]

Support players through Zendesk by providing fast, empathetic help at high volume while investigating account issues and maintaining first-response and resolution standards. Triage and escalate complex problems with clear documentation, and use AI-driven automation to improve chatbot and Zendesk responses so fewer tickets reach the queue. Partner with tech and Product by sharing recurring pain points, bugs, and player feedback to drive smarter support releases.

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FursaFursa
Sorare
Sorare
2 months ago

Player Experience Specialist (AI & Automation)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Support players through Zendesk by providing fast, empathetic help at high volume while investigating account issues and maintaining first-response and resolution standards. Triage and escalate complex problems with clear documentation, and use AI-driven automation to improve chatbot and Zendesk responses so fewer tickets reach the queue. Partner with tech and Product by sharing recurring pain points, bugs, and player feedback to drive smarter support releases.
Location: Paris
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Entry level

Key Responsibilities

  • •Support players via Zendesk with thoughtful, accurate, empathetic assistance at high volume.
  • •Investigate account-related issues using internal tools and administrative systems.
  • •Protect first-response and resolution times to maintain service standards and improve CSAT.
  • •Escalate complex issues to the right internal teams with clean, well-documented escalations.
  • •Spot recurring issues and patterns, and partner on AI/automation improvements to chatbot and automated Zendesk responses while sharing bugs and player pain points with Product and Engineering.

Key Requirements

  • •1-2 years in customer support or customer operations, or a strong early-career experience with the right attitude.
  • •A genuine appetite for AI and automation, experimenting with tools and working closely with engineers to improve support.
  • •Excellent written communication in English and French (C1 minimum).
  • •A problem-solving mindset with curiosity, comfort using internal tools, and strong attention to detail.
  • •Empathy for players and a passion for football and sports.
Experience:1-2 years
Skills:EmpathyWritten communicationProblem-solvingAttention to detailCuriosity
Languages:EnglishFrench
Tech Stack:ZendeskChatbotHelp CenterAI toolsAILLM toolsNo-codeLow-codeScriptingSQL

Company Brief

Sorare
Operates a global fantasy football platform powered by blockchain-based digital player cards (NFTs). Enables users to collect, trade, and play with officially licensed cards from major football clubs and competitions.
Industry: Gaming
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series B
Headquarters: Paris, France
Founded: 2018
WebsiteLinkedIn