This opportunity is available across all Player Engagement locations and is intended for internal hiring only.

Role Overview

As Keywords continues to expand Helpshift Care AI across Player Engagement, the Platform Lead role will be a critical part of making AI adoption successful, stable, and scalable.

Platform Leads work directly under the AI Operations Manager and serve as the day-to-day execution layer for Care AI readiness, launch support, platform hygiene, content quality, and ongoing performance monitoring.

In legacy operations, Team Leaders help Operations Managers turn strategy into daily execution. The Platform Lead plays a similar role in the AI Ops model. The AI Ops Manager owns the broader client journey, value story, launch governance, and stakeholder alignment. The Platform Lead helps make sure the platform, content, workflows, and operational details are ready to support that journey.

This is an opportunity for strong operators who want to build AI fluency, support client transformation, and help shape the future of player support from inside the platform.

What are we looking for?

Communication

·        Work closely with AI Ops Managers, client teams, and internal stakeholders to improve content quality and platform readiness.

·        Provide practical findings and recommendations to support discovery, launch planning, and client adoption.

·        Clearly communicate platform risks, content gaps, performance issues, and improvement opportunities.

·        Act as a bridge between day-to-day support operations and the AI Ops Manager’s broader client and governance responsibilities.

Analytics

·        Analyze ticket trends, issue types, and support workflows to help identify viable Care AI use cases.

·        Categorize tickets based on automation potential, complexity, and player impact.

·        Monitor Care AI performance, including automation rates, escalation trends, unresolved topics, and player friction points.

·        Identify recurring failure patterns, content gaps, and opportunities for platform optimization.

Business

·        Support the AI Ops Manager in preparing Helpshift Care AI for client onboarding, launch, hypercare, and BAU operations.

·        Assist with platform setup, configuration checks, workflow readiness, routing logic, escalation paths, and knowledge source alignment.

·        Review FAQs, help center content, macros, ticket examples, and support documentation to assess readiness for Care AI.

·        Support Care AI launches by validating readiness, testing workflows, monitoring early performance, and identifying post-launch adjustments.

·        Maintain documentation of platform actions, account status, known issues, improvements, and follow-up activities.

·        Help build scalable templates, checklists, playbooks, and operating procedures that make Care AI deployments more repeatable.

Leadership

·        Conduct routine quality reviews to ensure Care AI responses are accurate, aligned with client tone, and safe for the player experience.

·        Identify risks related to hallucination, poor source content, incorrect routing, unresolved issues, or low-confidence responses.

·        Escalate risks quickly and support corrective action plans.

·        Support internal enablement efforts by helping teams understand platform requirements and Care AI operating expectations.

·        Help build stronger AI fluency across delivery teams through knowledge sharing and continuous improvement.

Requirements

You'd be a great fit for this role if you have:

·        Experience in player support, customer support, team leadership, quality, knowledge management, platform administration, or operations support.

·        Strong understanding of support workflows, ticket handling, escalation paths, macros, FAQs, and help center content.

·        Ability to review support content and identify where information is missing, unclear, outdated, or not suitable for automation.

·        Comfortable analyzing tickets and categorizing issue types based on automation potential, complexity, and player impact.

·        Strong attention to detail when reviewing platform setup, workflows, knowledge sources, and reporting data.

·        Ability to manage multiple accounts, priorities, and deadlines while maintaining organized documentation.

·        Strong communication skills with the ability to explain issues, risks, and recommendations clearly.

·        Comfortable working with technical and non-technical stakeholders.

·        Problem-solving mindset with a willingness to investigate issues, identify root causes, and recommend improvements.

·        Ability to work closely with an AI Ops Manager, take direction, provide operational insight, and execute with ownership.

·        Interest in AI, automation, Helpshift, player support, and the future of gaming customer experience.

·        Commitment to quality, player trust, and continuous improvement.

Nice-to-haves

·        Experience with Helpshift or other customer support platforms.

·        Exposure to AI-powered support, automation, chatbot, or digital transformation initiatives.

·        Experience supporting launches, hypercare programs, or operational readiness activities.

·        Background in gaming, player support, or customer experience environments.

·        Experience with quality, reporting, knowledge management, or process improvement initiatives.

·        Passion for AI, gaming, and the evolution of player support operations.

What Success Looks Like

·        Care AI launches are well-prepared, organized, and supported through strong operational execution.

·        Knowledge bases, workflows, and platform configurations are reviewed and maintained to support AI performance.

·        Risks are identified early, escalated appropriately, and addressed before they impact clients or players.

·        AI performance is monitored consistently and improvement opportunities are surfaced proactively.

·        Keywords continues to scale Care AI through a repeatable, reliable, and commercially valuable operating model.

·        Platform Leads help build the execution layer required to support the next generation of AI-powered player support.

Benefits

Based on location-specific benefits