Mobile Care Lead

About the role

Electronic Arts is looking for a Mobile Care Lead to join its Fan Care team in Bogotá. You will act as the main liaison between Mobile studios and Fan Care, ensuring players receive seamless support and a positive experience.

Key responsibilities

• Serve as the primary contact between Mobile studios and Fan Care, establishing and nurturing studio relationships.
• Lead communication, data reporting, and regular syncs with studio teams.
• Monitor and resolve escalated mobile support cases (≈25% of workload).
• Manage escalations across advisors, studios, Incident Management, and support teams.
• Identify, trend, and report issues, themes, and sentiment data to studios.
• Conduct deep‑dive analyses of advisor and bot performance, leveraging AI for efficiency.
• Develop and maintain Power BI dashboards to track performance metrics.
• Maintain knowledge‑base documentation, process guides, and known‑issue records.
• Collaborate with Game Lifecycle Managers and other teams to create training, FAQs, and launch readiness materials.

Required profile

• Strong stakeholder‑management experience, especially with game studios or similar partners.
• Excellent analytical mindset with a focus on data‑driven decision making.
• Ability to handle high‑pressure escalations and communicate clearly across multiple teams.
• Experience in mobile gaming support or fan‑care environments is preferred.

Required skills

• Power BI

What we offer

• Opportunity to shape the support experience for millions of players worldwide.
• Collaborative, creative environment within a global entertainment leader.
• On‑site work in Bogotá with access to EA’s resources and community.