Social Lead

Requisition Number: 159721

Position Title: Customer Experience Lead I

External Description:

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. People want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

The Social Lead, working under Online Service Delivery Team Manager and the Service Delivery Manager, will be the key to realizing our goal of offering support and engagement through EA Social Channels of support.

The ideal candidate will have experience with the nuances that come with supporting and engaging with players on social channels and a desire to build on experience to help structure Social Support team within CE.

We are looking for someone who is data-driven, passionate and has leadership as a career path.

What a Social Lead does at EA

• Take Social Support contacts on a scheduled basis to maintain process and product knowledge
• Provide support for Social Specialists (POC):
  • Escalations
  • General Questions
  • Schedule Requests
• Supplement quality audits & quality calibration.
• Track and report knowledge gaps.
• Communicate solutions, successes, and opportunities to the Online Service Delivery Team Manager
• Maintain calendar for coaching and one-on-one sessions.
• Compile and distribute daily/weekly/monthly reports to Social Specialists.
• Be a change deliverer by suggesting and implementing process improvements.

An EA Social Lead needs:

• Fluency in English, and additional language is a bonus but not a necessity.
• 2+ Years of game support, including gameplay, technical and account troubleshooting for multiple platforms/devices.
• 1 years’ experience supporting players on social platforms.
• Experience demonstrating organizational abilities, creative thinking, administration in real-time and working to deadlines.
• Record of performing against targets.
• Soft skills for de-escalating tense situations.
• Flexibility in approach to working days and hours.

EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.

City:

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Community / Marketing Title: Social Lead

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 53

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.