Premium Care Team Lead

Job Description

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

You will work onsite from Bogotá, Colombia.

Are you passionate about creating great experiences for our fans?

EA's Fan Care organization exists to help the world to play. We help our players wherever they are, whenever they need, get the most from their games. We aim to make EA known for taking care of its players.

And we'd like you to join us. We're hiring a Team Lead, Premium Care

In this role, you'll join the Premium Care team, and report to the Operations Manager, Premium Care.

Your role will manage a team of specialists who provide care and experiences for our fans and internal partners. You will support customer requests related to GDPR and Privacy collaboration with the EA legal department.

Your focus is on building a team known for taking care of our fans and recovering experiences. You identify opportunities for improvement on your team and action them.

You are passionate about inspiring others and leading them through change (and have done so before). You have experience exceeding expectations and meeting goals. With respect and trust, you establish and foster collaborative relationships across all partners.

You maintain a focus on your team's work quality while balancing individual projects. You are an advocate for the fan and the advisor experience.

You're known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo in a respectful and productive way. You take pride in helping fans get the most from their experience with EA and don't rest on 'doing what we did last time' being good enough.

Responsibilities:
• Manage a team that provides specialized care and support to our fans, and other teams.
• Provide leadership and feedback to your team members to meet goals and maintain service level agreements
• Identify strengths and opportunities for advisors on your team and facilitate career development through coaching and 1:1 meetings.
• Establish a collaborative, inclusive, and positive working environment through intentional collaboration.
• Dig into your team's results and deliver action-focused insights to your manager.
• Look for solutions to improve current processes.

Qualifications:
• Minimum of 5 years of experience in the contact center business with at least 2 years leading teams of frontline
• Experience securing and deploying resources
• Team-oriented operating style
• Success in leading transformational change in a diverse operating environment
• Creative problem solver
• Attention to detail
• Fluent in English, both verbal and written.

About Electronic Arts

We're proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

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.

Jobcode: Reference SBJ-pkjzjo-18-97-14-82-42 in your application.