Player Experience Specialist (AI & Automation)

Job description

At Sorare, we want to hire passionate and innovative people! Are you looking for an empowering environment to grow professionally and personally? Join us in this tremendous adventure! OUR MISSION Sorare is a fantasy sports gaming experience and marketplace featuring officially licensed digital player cards. With Sorare you build legacy teams – buying, selling, collecting and trading player cards -- and compete with them in free-to-play fantasy games to win rewards week over week and season over season, just like a professional sports owner. Sorare is revolutionizing digital sports fandom, and now has over 5 million users across 180 countries. More than 300 iconic teams, clubs, and organizations including the Premier League, La Liga, Bundesliga, MLS, NBA, NBPA, MLB, MLBPA, and many others have partnered with Sorare to build the next sports entertainment giant. OUR JOURNEY Sorare was founded by Nicolas Julia and Adrien Montfort in 2018 in Paris to bring sports fans across the globe closer to the players, teams, and leagues they love. With 60-plus employees in France, Sorare is one of Europe’s fastest-growing startups and recently raised a $680 million Series B funding round from world-class investors including SoftBank, Accel, and Benchmark. Sorare also has athletes Serena Williams, Zinedine Zidane, Rio Ferdinand, Antoine Griezmann, Gerard Piqué, Blake Griffin, and Rudy Gobert among its investors, ambassadors, and advisors. OUR VALUES - Own your game: Think and act like an owner, and expect your teammates to do the same. You are an “entrepreneur” empowered to make decisions and own the outcomes. - Build with the fans, and for the fans: Have an obsession for high-quality user experiences. Engage our community with transparency to build trust and learn from the fans to deliver effective changes. - Win as a team: We are all in this together as one team, win or lose. Inspire your teammates to always be better. Please note that Sorare is a hybrid work company; employees are required to be in office 3 days a week. WHAT YOU'LL DO - Support players through our ticketing platform (Zendesk), providing 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. WHAT WE'RE LOOKING FOR - 1-2 years in customer support or customer operations, or a strong first experience paired with the right attitude (early-career candidates welcome). - A genuine appetite for AI and automation: you experiment with tools and are excited to work closely with engineers to build smarter support. - Excellent written communication in English and French (C1 minimum) - A problem-solving mindset, genuine curiosity, and comfort getting hands-on with internal tools. - Strong attention to detail and the ability to learn fast in a fast-moving environment. - Empathy and genuine care for players. - Passionate about football and sports, with a good understanding of the game. NICE TO HAVE - Familiarity with ticketing tools (Zendesk or similar). - Exposure to automation, no-code / low-code tools, scripting, SQL, or AI / LLM tools. Sorare is an equal opportunity employer committed to an inclusive and diverse workplace. All applicants will be considered for employment without attention to: race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other basis prohibited by law. As we are an international company, please note we speak English in the workplace. Please apply for the role with an English CV so we can process your application.