job description
Join Keywords Studios as a Platform Lead for Helpshift Care AI and play a pivotal role in revolutionizing player engagement through cutting-edge AI solutions. As we expand our AI-driven customer support platform, youâll lead the strategic adoption, integration, and optimization of Helpshift Care AI across global gaming and interactive media projects.
This is a unique opportunity to shape the future of AI in gaming, working with a dynamic team in the vibrant tech hub of Bali, Indonesia. Youâll collaborate with cross-functional teams to ensure seamless AI implementation, enhance user experiences, and drive operational efficiency for our clients in the gaming industry.
If youâre passionate about AI, SaaS platforms, and gaming technology, and thrive in a fast-paced, innovative environment, we want to hear from you!
Responsibility
- Strategic Leadership: Spearhead the adoption and scaling of Helpshift Care AI across Keywords Studiosâ Player Engagement division.
- Platform Optimization: Oversee the configuration, customization, and performance tuning of the AI platform to meet client and internal needs.
- Stakeholder Collaboration: Work closely with product, engineering, and customer success teams to align AI capabilities with business objectives.
- AI Integration: Drive the seamless integration of Helpshift Care AI with existing systems, ensuring minimal disruption and maximum efficiency.
- Performance Metrics: Define and track KPIs to measure the impact of AI on customer support, engagement, and operational workflows.
- Training & Enablement: Develop training programs and documentation to empower teams and clients to leverage AI tools effectively.
- Innovation & Roadmapping: Identify emerging AI trends and propose enhancements to keep the platform at the forefront of the industry.
- Troubleshooting: Lead the resolution of technical and functional issues related to the AI platform, ensuring high availability and reliability.
Qualifications
- Proven Experience: 5+ years in platform management, AI/ML implementation, or SaaS product leadership, preferably in gaming or tech.
- Technical Expertise: Deep understanding of AI-driven customer support platforms, NLP, or chatbot technologies (Helpshift experience is a plus).
- Project Management: Strong ability to manage cross-functional projects, with a track record of delivering scalable solutions.
- Analytical Skills: Proficiency in data analysis and performance metrics to drive data-informed decisions.
- Communication: Exceptional verbal and written skills to articulate complex AI concepts to technical and non-technical stakeholders.
- Problem-Solving: A proactive mindset with a knack for identifying and resolving platform-related challenges.
- Industry Knowledge: Familiarity with gaming, player support, or interactive media ecosystems is highly desirable.
- Education: Bachelorâs degree in Computer Science, Engineering, or a related field (or equivalent experience).