Player Experience Specialist

Sorare

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/23/2024
  • Website: sorare.com
  • Company Address: Paris, Ile-de-France 75010, FR

About Sorare

Come join the team responsible for creating the future of fantasy football, baseball, and basketball.

Job Description

At Sorare, we bet on 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 3,5 million users across 180 countries. More than 300 iconic teams, clubs, and organizations including the Premier League, La Liga, Bundesliga, Serie A, 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 130-plus employees across France and US, 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.

  • Run fast: Take bold risks and outpace the competition in an ever changing environment. Have a bias for action (connected to team goals) and strive to ship and iterate.

  • Have fun and bring joy: Sports have the power to unite people around the world, and as fans ourselves, we believe it is a privilege to work in this industry.

  • Win as a team: We are all in this together as one team, win or lose. Inspire your teammates to always be better.

     

 As a Player Experience Manager at Sorare, you will:

Sorare is seeking a Player Experience Specialist to join the Player Experience team. Sorare’s Player Experience team plays a critical role in assisting players throughout their entire Sorare experience, including players who are just joining Sorare and may not understand the process, to players with more experience who have more nuanced and difficult problems to solve. This includes a close partnership with engineering & product to address bugs or technical issues that may impact the entire player base.

 

As a Player Experience Specialist your main mission is to support our users to ensure that their problems are solved, their questions are answered, to ensure Sorare is able to deliver a world-class player experience and continue to build on our existing brand reputation. Sorare is a collaborative and team oriented environment. 

This is weekend coverage, the working days will be Thursday - Monday.

 

You will become an expert in Sorare products. You will learn to identify problems, solve them efficiently, and elevate them to other team members when necessary if you cannot solve them yourself.

By becoming an expert in Sorare and our products, and helping us grow our worldwide community of players, you will create opportunities for yourself within Sorare.

Responsibilities:

  • Ability to solve an upwards of 100 or more customer support tickets per day

  • Learn to identify common problems (e.g. multiple tickets, same issue) and escalate to propose solutions for operational efficiency

  • Escalate tickets and customer support needs as needed (e.g. tier two support, trust & safety, engineering, etc.)

  • Communicate with product and tech teams effectively via actionable information (i.e. not just what is happening but also the implications) to ensure they have the proper context to fix problems

  • Maintain and update our Help Center articles and knowledge base

  • Support operational efficiency of the team by helping to build on our existing processes, act as a mentor to new hires through an onboarding plan and participate in hiring as needed

The ideal candidate:

  • Excellent written and verbal communication skills in English (additional languages skills a plus)

  • Strong active listening skills

  • Motivated: You will need to be proactive to identify, solve, and anticipate problems

  • Patience, professionalism, and empathy: Provide world-class support to all customers

  • Prior experience in customer service or startup environments is a plus

  • Knowledge of sports, gaming, answering social media direct messages, and/or NFTs and blockchain technology is a plus

  • Willingness and eagerness to learn about sports, gaming, NFT, and crypto

  • Experience with Zendesk or other ticketing systems are a plus

  • Must be willing to work in a hybrid schedule in NYC

  • You have an entrepreneurial spirit, demonstrating a proactive approach to problem-solving and decision-making.

  • You take accountability as a self starter who can work independently towards objectives

Perks

  • Stock Options - We want all our employees to contribute to the success of Sorare and we will award stock options so you can share in our success as we grow

  • Health Care - Great medical, dental, and vision insurance options

  • Wellness Benefit - Sorare contributes to employees wellness ($80 monthly gym membership reimbursement)

  • Pre-Tax Commuter Benefit - Sorare covers $132 in commuter costs

  • Latest Tech - We cover equipment such as monitors, computer, and headphones

  • Lunch - Sorare will contribute to their employees lunch expenses

  • Unlimited Paid Time Off in addition to observed company holidays


Compensation

  • New York CityReasonably Estimated Salary $60K – $70K • Offers Equity

The compensation is a reasonably estimated salary for this role at Sorare and will include a competitive equity package. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Sorare offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, parental leave, a generous vacation policy, fitness reimbursements, commuter benefits and contribution to lunch expenses!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.