Platform Lead, Helpshift Care AI

Keywords Studios

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

Posted 7/16/2026full-timePasig • 🇵🇭 PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in player support and customer experience, with a strong focus on quality management, platform administration, and operational readiness. Proficient in analyzing support workflows, ticket handling, and automation potential to enhance Care AI performance and client adoption.

Highest-signal resume keywords

Player Support ExperienceTicket Analysis and CategorizationQuality ManagementPlatform AdministrationStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Workflow UnderstandingTicket HandlingEscalation Path ManagementKnowledge ManagementAutomation Potential Analysis

Soft Skills

Attention to DetailProblem-Solving MindsetOrganizational SkillsCollaboration with Stakeholders

Tools & Technologies

HelpshiftCustomer Support Platforms

Industry Keywords

AI-Powered SupportDigital TransformationGaming Customer ExperienceContinuous Improvement

About the role

Key responsibilities & impact

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.
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.
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.
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

What you’ll need

**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.

Benefits

Comp & perks

Based on location-specific benefits