Player Support Lead, Digital Games

Player Support Lead, Digital Games

Creativity is our superpower. It's our heritage and it's also our future. Because we don't just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heardwhen everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The team: Mattel Game Studios' mission is to harness the power of Mattel's iconic brands and IP to create a wide variety of engaging digital games. Our team is guided by industry leaders with decades of experience in various facets of the gaming industry. We are seeking talented individuals to join us in our mission to create innovative and engaging digital experiences that resonate with our beloved brands. If you are passionate about gaming and eager to be part of a dynamic, forward-thinking team in family entertainment, this is the opportunity for you!

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.

Who we are: Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world's leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel's award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.