Player Support Lead, Digital Games

The Opportunity Mattel Games Studios is seeking an experienced Player Support Lead to shape and scale the player support operations for all upcoming games. The role establishes the foundation for player support, defining best practices and ensuring interactions provide a reliable, positive experience. Ideal candidates are passionate about mobile games and collaborate with Product, Community, Design, and Engineering to surface player insights, resolve issues quickly, and turn feedback into meaningful improvements. What Your Impact Will Be Lead support operations: Train agents on policies and game knowledge with the outsourced customer service team to resolve player issues quickly and effectively. Ensure high‑quality player experience: Define voice/tone guidelines, macros and best practices. Drive insights and reporting: Track KPI 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, and ensure support readiness for new features and events. Own policies and player fairness: Define policies around refunds, account recovery, account bans, and compensation. Support live incident response: Coordinate support communication and workflows during outages, code reds, bugs, hotfixes, and maintain incident playbooks. What We're Looking For 4+ years of experience, preferably in F2P mobile gaming support. Strong knowledge of mobile F2P games and features: LiveOps events, economies, player retention, churn points. Experience with support tooling such as Helpshift. Experience handling payment issues, account recovery, fraud/chargebacks, and anti‑cheat reporting. Excellent writing and communication skills with a player‑first tone. Ability to collaborate with product and engineering teams to surface and resolve player issues. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help employees reach their full potential. Mattel is an Equal Opportunity Employer. We welcome all job seekers and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, or any other basis protected by applicable federal, state or local law. Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment. #J-18808-Ljbffr Mattel, Inc.and Subsidiaries