Mobile Care Lead

Mobile Care Lead – Description & Requirements

Electronic Arts invites candidates to work onsite from Bogotá, Colombia.

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 contacts 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, escalation 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 team...