Mobile Care Lead

You will work Onsite from Bogotá, Colombia as a Mobile Care Lead, reporting to the Senior Team Manager, Mobile Care.

The Mobile Care Lead will be the primary point of contact between Mobile studios and Fan Care when no other contact exists.

Responsibilities:

• Develop relationships with Studio teams, seeking out the right people for the right engagements
• Lead studio relationships, communication, data reporting, and weekly/monthly syncs
• 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
• Conduct deep dives into advisors and bots performance to identify areas of improvement
• 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)
• Manage knowledge base documentation, processes, and known issues
• 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 service for assigned title(s)
• Identify opportunities, contribute recommendations, and support the implementation of process improvements and change
• Play your mobile title(s) to maintain knowledge and subject matter expertise

Requirements:

• 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

We offer comprehensive benefits packages, including physical, emotional, financial, professional, and social wellbeing support.