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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.<br />
Moderation Administrator<br />
Hybrid Role based in our Vancouver office<br />
Fan Care<br />
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.<br />
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.<br />
In this role you will be expected to:<br />
• Build and cultivate a positive customer experience, through the elimination and mitigation of negative and aggressive players from our customer base<br />
• Test and report on new experiences for our Fans<br />
• Meet and exceed upon all set KPIs in productivity, adherence, quality and accuracy<br />
• Review and investigate reports of infracting player behaviour in line with Moderation policies & procedures<br />
• Investigate and process penalty disputes in full compliance with the dispute procedure<br />
• Ensure consistency and coherency whilst complying with all Moderation internal and external procedures<br />
• Provide support to other departments/studios through handling scheduled requests<br />
• Complete ad hoc reports and/or projects as required<br />
• Analyse game anomalies and report as required<br />
• Complete threat and risk assessments on product functionalities and behavioural trends<br />
• Act as a point of contact for Terms of Service Moderation related issues<br />
• Be proactive in developing your industry knowledge<br />
• Act as a champion for Customer Service Moderation that exceeds in quality<br />
• Perform any other duties as assigned by the Team Manager<br />
If you are interested in this role, you'll need these skills and experiences:<br />
• Thrive in a fast moving and changing environment.<br />
• A track record of delivering to highest operational performance standards.<br />
• A track record of excelling in support roles.<br />
• Critical thinker with strong analytical skills & experience.<br />
• Exceptional and professional communication skills<br />
• An appetite for innovation.<br />
• Track record of taking initiative and owning issues and their resolution.<br />
• A solid understanding of Discord and other gaming social platforms.<br />
About Electronic Arts<br />
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.<br />
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.<br />
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.<br />
COMPENSATION AND BENEFITS<br />
The ranges listed below are what EA in good faith expects to pay applicants for this role in these locations at the time of this posting. If you reside in a different location, a recruiter will advise on the applicable range and benefits. Pay offered will be determined based on a number of relevant business and candidate factors (e.g. education, qualifications, certifications, experience, skills, geographic location, or business needs).<br />
PAY RANGES<br />
* British Columbia (depending on location e.g. Vancouver vs. Victoria) *$50,400 - $66,600 CAD<br />
In British Columbia, we offer a package of benefits including vacation (3 weeks per year to start), 10 days per year of sick time, paid top-up to EI/QPIP benefits up to 100% of base salary when you welcome a new child (12 weeks for maternity, and 4 weeks for parental/adoption leave), extended health/dental/vision coverage, life insurance, disability insurance, retirement plan to regular full-time employees. Certain roles may also be eligible for bonus and equity.<br />
About Electronic Arts<br />
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.<br />
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.<br />
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.<br />
<p id='jobcode'>Jobcode: Reference SBJ-yj8jvq-172-68-12-100-42 in your application.</p>
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