Mobile Care Lead

As a Mobile Care Lead at Electronic Arts, you will work onsite in Bogota, Colombia, and report to the Senior Team Manager, Mobile Care.

The Mobile Care Lead is responsible for being the primary point of contact between Mobile studios and Fan Care when no other contact exists. This involves developing relationships with Studio teams, seeking out the right people for the right engagements, and leading studio relationships, communication, data reporting, and weekly/monthly syncs.

Key responsibilities include:

• Managing escalations between advisors, studios, Incident Management, escalations teams, and Care Operations support teams for assigned titles
• Identifying, verifying, trending, collating, and reporting issues, themes in contacts, and sentiment data to Studio teams
• Conducting deep dives into advisors and bots performance to identify areas of improvement and implementing changes
• Developing Power BI dashboards and reports to monitor performance
• Representing the advisor and player experience in partner meetings
• Improving shared product knowledge and process documentation for assigned mobile titles within Care Operations support team templates and frameworks

Requirements:

• 3 years of 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 of experience mentoring or leading others
• Experience working with customer support analytics
• Proficiency in Microsoft Power BI, including data modeling, report development, and dashboard creation

We offer a comprehensive benefits package, including health services, mental well-being support, retirement savings, paid time off, family leaves, free games, and more.