Moderation Administrator

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.