Moderation Administrator

Moderation Administrator

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  

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.