Mobile Care Lead

The Mobile Care Lead will report to the Senior Team Manager, Mobile Care, and work onsite in Bogotá, Colombia.

Electronic Arts aims to inspire players and fans globally with next-generation entertainment experiences.

As a Mobile Care Lead, you will be the primary point of contact between Mobile studios and Fan Care when no other contact exists. You will develop relationships with Studio teams, lead studio relationships, communication, data reporting, and weekly/monthly syncs.

Key responsibilities:

• Handle escalated Mobile contacts, managing delivery to meet business quality standards and service level agreements.
• Manage escalations between advisors, studios, Incident Management, and Care Operations support teams.
• Identify, verify, trend, collate, and report issues, themes in contacts, and sentiment data to Studio teams.
• Develop Power BI dashboards and reports to monitor performance.
• Represent the advisor and player experience in partner meetings.
• Improve shared product knowledge and process documentation for assigned mobile title(s).
• Ensure advisor readiness for game launches and major updates.
• Collaborate with other teams to create learning and development content, product training, FAQs, bot flows, policy and process documents.

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.

Ideal candidate:

• Creative and proactive problem solver.
• Motivated and efficient with a track record of professional achievement.
• Encourages team collaboration and builds relationships.