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 opportunit

📌 (Internal Recruitment) (Ciudad de México)
🏢 Keywords Studios
📍 Ciudad de México