Description & Requirements

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 improvemen

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