About the Company
Ubisoft is a leading creator, publisher, and distributor of interactive entertainment and services, with a rich portfolio of world-renowned brands. Committed to delivering memorable experiences, we foster innovation and creativity to bring players captivating worlds and stories. Join our team in Montreal and contribute to shaping the future of entertainment.
Job Description
As an Online AI Customer Liaison – Professional Written Role at Ubisoft, you will be the primary point of contact for users interacting with our AI-powered customer support systems and internal AI tools. Your exceptional expertise in written communication will be crucial in refining AI responses, managing complex inquiries that escalate beyond automated systems, and ensuring a superior customer experience. You will collaborate closely with AI development teams to provide feedback, improve AI comprehension, and contribute to the evolution of our customer interaction platforms. This hybrid role offers the flexibility of remote work combined with the benefits of in-office collaboration.
Key Responsibilities
- Monitor and refine AI-generated customer responses for clarity, accuracy, and adherence to brand voice and guidelines.
- Handle escalated customer inquiries that require human intervention, ensuring prompt, professional, and empathetic resolution through written communication channels.
- Provide comprehensive and constructive feedback to AI development teams to enhance AI learning, improve automated service capabilities, and optimize system performance.
- Develop, update, and maintain knowledge base articles and AI training data with high-quality, precise, and user-friendly information.
- Identify recurring customer issues, emerging trends, and areas for improvement in our products and services, reporting insights to relevant stakeholders.
- Maintain a high level of customer satisfaction by consistently delivering exceptional written support that reflects Ubisoft's commitment to quality.
- Collaborate effectively with various internal departments, including development, marketing, and community management, to ensure consistent messaging and problem-solving strategies.
Required Skills
- Exceptional written communication, grammar, and editing skills in English, with a strong ability to adapt tone and style.
- Strong analytical and problem-solving skills to identify patterns in customer feedback and evaluate AI performance.
- Proficiency in using customer relationship management (CRM) software and support ticketing systems.
- Ability to understand and articulate complex technical concepts and gaming-related information in simple, user-friendly language.
- Demonstrated strong attention to detail and organizational capabilities.
- Minimum of 2 years of experience in a customer service, support, communications, or content moderation role.
Preferred Qualifications
- Bachelor’s degree in Communications, English, Linguistics, Marketing, or a related field.
- Experience working with AI-powered tools, chatbots, or natural language processing (NLP) in a professional setting.
- Familiarity with the video game industry and a passion for Ubisoft's products and franchises.
- Bilingualism (English and French) is a strong asset, given our Montreal location and global audience.
Perks & Benefits
- Comprehensive health, dental, and vision insurance coverage.
- Generous paid time off, holidays, and sick leave policies.
- Exclusive employee discounts on Ubisoft games and merchandise.
- Extensive professional development and training opportunities to foster career growth.
- A hybrid work model that offers flexibility and work-life balance.
- Access to state-of-the-art on-site amenities, including a gym, cafeteria, and recreational spaces when working from the office.
- A vibrant, inclusive, and collaborative company culture that values diversity and innovation.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Westford Trust. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://jobs.westfordtrust.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.