The Opportunity:
Mattel Games Studios is seeking an experienced Player Support Lead to take a key role in shaping and scaling our player support operations for all our upcoming games. This role will be responsible for establishing the foundation for how we support players, defining best practices, and ensuring interactions are a reliable, positive experience. The ideal candidate is passionate about mobile games and enjoys collaborating with Product, Community, Design, Engineering to surface player insights, resolve issues quickly, and turn feedback into meaningful improvements to the game experience.
What Your Impact Will Be:
- Lead support operations: Train agents on policies, game knowledge with the outsourced customer service team to resolve player issues quickly and effectively
- Ensure high-quality player experience: Define the voice/tone guidelines, macros, and best practices
- Drive insights and reporting: Track KPIs such as CSAT, response times, contact rate, summarize results to the broader team
- Partner cross-functionally: Collaborate with Product/LiveOps to align on known-issues communication, craft player messaging, ensure support readiness for new features and events
- Own policies and player fairness: Define policies around refunds, account recovery, account bans, compensation
- Support live incident response: coordinate support communication and workflows during outages, code reds, bugs, hotfixes, maintain incident playbooks