Player Support Lead, Digital Games job opportunity at Mattel, Inc.

Home Jobs In United States Of America Tag: Digital Games Player Support Lead, Digital Games position at Mattel, Inc


Date2026-04-27T04:31:15.440Z bot
Mattel, Inc Player Support Lead, Digital Games
Experience: General
Pattern: Full-time
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Digital Games

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loacation 333 Continental Blvd, El Segundo, CALIFORNIA, United States Of America
loacation 333 Continenta..........United States Of America
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Job DescriptionThe 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 effectivelyEnsure high-quality player experience: Define the voice/tone guidelines, macros, and best practicesDrive insights and reporting: Track KPIs such as CSAT, response times, contact rate, summarize results to the broader teamPartner cross-functionally: Collaborate with Product/LiveOps to align on known-issues communication, craft player messaging, ensure support readiness for new features and eventsOwn policies and player fairness: Define policies around refunds, account recovery, account bans, compensationSupport live incident response: coordinate support communication and workflows during outages, code reds, bugs, hotfixes, maintain incident playbooks

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