Mobile Care Lead

Electronic Arts is seeking a Mobile Care Lead to join their team in Kuala Lumpur, Malaysia. The successful candidate will report to the Senior Team Manager, Mobile Care, and play a crucial role in ensuring that EA's fans receive exceptional care.

The Mobile Care Lead will be responsible for:

• Developing relationships with Studio teams and being the primary point of contact between Mobile studios and Fan Care
• Managing escalations between advisors, studios, Incident Management, and Care Operations support teams
• Identifying trends and issues in fan contacts and sentiment data, and collaborating with Studio teams to find solutions
• Using communication tools to coordinate and maintain business updates and issue responses with Studio, Incident Management, and advisor teams
• Identifying gaps in training, self-service, and processes that may affect the service delivered to players
• Conducting deep dives into advisor and bot performance to identify areas for improvement
• 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
• Ensuring advisor readiness for game launches and major updates
• Building and delivering training to improve service for assigned titles

The ideal candidate will be:

• Creative and proactive in finding solutions to problems
• Motivated and efficient in implementing changes
• Curious and able to investigate situations and provide actionable recommendations
• A leader who encourages team collaboration and builds relationships
• Able to achieve results and have a track record of professional accomplishment

The requirements for this role include:

• 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

Electronic Arts offers a range of benefits, including medical insurance, mental health support, retirement savings, paid time off, and free games.