Job Description

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

Qualifications

What We're Looking For:

• 4+ years of experience, preferably in F2P Mobile Gaming in a customer support role
• Strong knowledge of mobile F2P games and features: LiveOps events, economies, player retention, churn points
• Experience with support tooling such as Helpshift
• Experience with handling payment issues, account recovery, fraud/chargebacks, and anti-cheat reporting
• Excellent writing and communication skills with player-first tone
• Ability to collaborate with product and engineering teams to surface and help resolve player issues

*The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate's work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

Additional Information

Don't meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture. Also, interested in signing up for job alerts? Do so here!

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.