Fan Care 

EA’s Fan Care organization exists to inspire the world to play. We support fans across the globe. We value people who will bring new ideas and perspectives to help make Fan Care a great place to be and be from. This role fosters positive fan community experience, through the elimination and mitigation of negative and aggressive fans from our community spaces.

Reporting to Moderation Operations Manager, you will work within our Moderations operations team to improve fan experience by moderating player reports and appeals from our fans. Additionally, you will be involved in Testing new experiences for our fans that will be critical for implementation within the Operations Team.

In this role you will be expected to:

Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base
Test and report on new experiences for our Fans
Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy
Review and investigate reports of infracting player behaviour in line with Moderation policies & procedures
Investigate and process penalty disputes in full compliance with the dispute procedure
Ensure consistency and coherency whilst complying with all Moderation internal and external procedures
Provide support to other departments/studios through handling scheduled requests
Complete ad hoc reports and/or projects as required
Analyse game anomalies and report as required
Complete threat and risk assessments on product functionalities and behavioural trends
Act as a point of contact for Terms of Service Moderation related issues
Be proactive in developing your industry knowledge
Act as a champion for Customer Service Moderation that exceeds in quality
Perform any other duties as assigned by the Team Manager

If you are interested in this role, you’ll need these skills and experiences: 

Thrive in a fast moving and changing environment. 
A track record of delivering to highest operational performance standards.
A track record of excelling in support roles. 
Critical thinker with strong analytical skills & experience.  
Exceptional and professional communication skills 
An appetite for innovation. 
Track record of taking initiative and owning issues and their resolution.
A solid understanding of Discord and other gaming social platforms.

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.

Moderation Administrator