Mobile Care Lead

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

You will work Onsite from Bogotá, Colombia.

The Mobile Care Lead will report to the Senior Team Manager, Mobile Care.

Fan Care exists to make EA known for taking care of our fans by…

• Helping our fans get the most fun from their games with onboarding and tutorial content

• Helping our fans recover from breaks in their experiences

• Ensuring clean, safe, and positive environments for our communities of fans to engage

Responsibilities:

• Be the primary point of contact between Mobile studios and Fan Care when no other contact exists

  • Develop relationships with Studio teams - seek out the right people for the right engagements

  • Lead the studio relationship, communication, data reporting, and weekly/monthly syncs

  • Maintain relationships with Studio contact where applicable
    
    

• Monitor and handle escalated Mobile contacts (averaging 25% of your time). Manage your own delivery to meet business quality standards and service level agreements.
  
  

• Manage escalations between advisors, studios, Incident Management, escalations teams, and Care Operations support teams for assigned title(s)

  • Identify, verify, trend, collate, and report issues, themes in contacts, and sentiment data to Studio teams; collect additional information to help find solutions

  • Use appropriate comms tools (e.g. regarding studio preferences and Fan Care operating model norms) to coordinate and maintain business updates and issue responses with Studio, Incident Management, and advisor teams.

  • Identify gaps in training, self-service, and processes that may affect the service delivered to players.

  • Conduct deep dives into advisors and bots performance to identify areas of improvement (using AI for efficiency), and implement and monitor changes. Be part of the solution to build the new standard of excellence in Mobile.

  • Develop Power BI dashboards and reports to monitor performance.
    
    

• Be the voice of your titles' fans and represent the advisor and player experience in partner meetings
  
  

• Improve shared product knowledge and process documentation for assigned mobile title(s) within Care Operations support team templates and frameworks

  • Manage knowledge base documentation, processes, and known issues (in collaboration with relevant teams)

  • Communicate critical updates to advisors through approved channels

  • Collaborate with other teams to create learning and development content, product training, FAQs, bot flows, policy and process documents
    
    

• Ensure advisor readiness for game launches and major updates

  • Collaborate with Game Lifecycle Managers, Studio, and Fan Care teams to develop Knowledge Base materials pre-launch

  • Represent Fan Care team in pre-launch meetings to inform and influence the development of policy, process, and advisor supports

  • Develop feature briefs for each title

  • Promote tool readiness and enhancement requests with the Studio or Game Lifecycle Managers
    
    

• Help build and deliver training or participate in live sessions to improve how we provide service for assigned title(s)
  
  

• Identify opportunities, contributing recommendations, and supporting the implementation of process improvements and change
  
  

• Play your mobile title(s) to maintain the knowledge and subject matter expertise needed to help players engage with and enjoy our games
  
  

• Use your knowledge of your title(s) and processes to identify and recommend opportunities to improve experiences and define best practice
  
  

If this role is for you, then you are:

● Creative – able to find out-of-the-box and non-traditional ways to solve problems

● Proactive – provide ideas and suggestions, and take the lead on projects

● Motivated – willing to personally jump in, analyze, and partner with the right people to action recommendations.

● Efficient - evaluate and plan when implementing changes to do things better and faster

● Curious – investigate the situation, ask relevant questions, and give specific and actionable recommendations

● Partnership – a leader who encourages team collaboration, works well with peers, promotes enthusiasm, uses powers of influence, and builds relationships

● Achieve – believes that actions speak louder than words, and enjoys achievement

● Accomplished – has a track record of professional achievement

Qualifications:

• 3 years experience in a customer support role at a Tier 2 level or above

• At least 1 year of experience working in partnership with key stakeholder teams and personnel

• At least 1 year experience mentoring or leading others

• Experience working with customer support analytics

• Proficiency in Microsoft Power BI, including data modeling, report development, and dashboard creation