Mobile Care Lead – Description & Requirements

Electronic Arts invites candidates to work onsite from Bogotá, Colombia.

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 contacts 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, escalation 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 communication 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 appr

📌 Mobile Care Lead (Bogotá)
🏢 Electronic Arts EA
📍 Bogotá