Customer Support Lead

NC America; Irvine (CA); On-site; USD 100,000 - 120,000; Full time

Job summary

NC America is seeking a Customer Support Lead to own operations across live-service titles, managing SLAs, vendor partners, escalation handling, and knowledge management. This is a senior IC role focused on multi-title support and ensuring high-quality experiences for players.

You will supervise external CS partners, oversee KPIs, coordinate with Community, Live Ops, and Product teams, and align on support priorities while representing the voice of the player.

Qualifications

• 5+ years in customer support operations, with live-service games.
• Experience managing third-party CS vendors and SLA ownership.
• Proven ability to manage multiple titles simultaneously.
• Experience building knowledge bases and agent documentation.
• Strong data literacy and ability to present metrics to leadership.
• Excellent written and verbal communication.

Responsibilities

• Vendor Management & accountability: Define and enforce SLAs, KPIs, and quality benchmarks with vendor partners.
• Vendor Management & accountability: Conduct vendor reviews and drive continuous improvement.
• Vendor Management & accountability: Identify risks and escalate issues with internal stakeholders.
• Vendor Management & accountability: Be primary NC America contact for CS vendors across titles.
• Player Support Operations: Own end-to-end support experience across titles, ensuring consistency.
• Player Support Operations: Monitor ticket volume, queue health, and response times.
• Player Support Operations: Manage escalations including VIP cases with urgency.
• Player Support Operations: Act as internal escalation path for complex cases.
• Knowledge Base & Support Infrastructure: Build and maintain centralized knowledge base and macro library.
• Knowledge Base & Support Infrastructure: Keep content updated with patches and live events.
• Knowledge Base & Support Infrastructure: Develop onboarding resources for vendor agents.
• Knowledge Base & Support Infrastructure: Evaluate tooling and workflows for scalability.
• Cross-Functional Collaboration: Collaborate with Community, Live Ops, and Product teams.
• Cross-Functional Collaboration: Translate support data into insights for leadership.
• Cross-Functional Collaboration: Coordinate with Korea development teams on trends.
• Cross-Functional Collaboration: Advocate for support quality in player experience.

Skills

Vendor management

Data analysis

Stakeholder communication

Multi-title support

SLA ownership

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Location: Irvine, CA (On-site) | Type: Full-Time

ROLE OVERVIEW

We are seeking a Customer Support Lead to serve as our internal owner of customer support operations across multiple live-service titles. This is a senior individual contributor role responsible for managing and holding accountable our external CS vendor partners, ensuring consistent, high-quality support experiences for players across at least three active game titles. You will own the full support operation from SLA oversight and vendor performance to escalation handling, knowledge management, and player‑facing support quality.

You are a seasoned CS professional who has operated in live-service gaming environments, understands the pace and complexity of managing player support at scale, and knows how to get results through vendor partners. You are organized, data-driven, and a clear communicator who can represent support needs both internally to leadership and externally to vendor partners.

KEY RESPONSIBILITIES

Vendor Management & Accountability

• Serve as the primary NC America point of contact for all CS vendor partners, managing relationships across multiple titles.
• Define, track, and enforce SLAs, KPIs, and quality benchmarks; hold vendors accountable to agreed performance standards.
• Conduct regular vendor reviews, provide structured feedback, and drive continuous improvement across support operations.
• Identify and escalated vendor performance risks proactively, partnering with internal stakeholders to resolve gaps.

Player Support Operations

• Own the end‑to‑end support experience for players across titles, ensuring quality and consistency regardless of which vendor handles the queue.
• Monitor ticket volume, queue health, and response times; surface trends and flag emerging issues before they become player‑facing crises.
• Manage player escalations, including VIP and high‑visibility cases, ensuring they are handled with appropriate urgency and care.
• Serve as the internal escalation path when vendor teams need guidance on complex, sensitive, or precedent‑setting support cases.

Knowledge Base & Support Infrastructure

• Build and maintain a centralized knowledge base, macro library, and response guidelines used by vendor agents across all titles.
• Partner with game teams to keep support content current with patches, live events, and known issues.
• Develop onboarding and training resources for vendor agents to ensure consistent quality and brand voice across all support interactions.
• Evaluate and recommend tooling, workflows, and process improvements that scale across a multi‑title operation.

Cross‑Functional Collaboration

• Work closely with Community, Live Operations, and Product teams to align on player issues, known bugs, and support priorities.
• Translate support data and player feedback into actionable insights for internal stakeholders and leadership.
• Coordinate occasionally with NC's development teams in Korea to share support trends, localization needs, or title‑specific escalations.
• Represent the voice of the player in internal discussions, advocating for support quality as a core part of the player experience.

QUALIFICATIONS

Required

• 5+ years of experience in customer support operations, with a significant portion in live‑service gaming environments.
• Demonstrated experience managing third‑party CS vendors or BPO partners, including SLA ownership and performance accountability.
• Proven ability to operate across multiple game titles or product lines simultaneously without sacrificing quality.
• Experience owning or significantly contributing to knowledge base development, macro creation, and agent‑facing documentation.
• Strong data literacy, comfortable pulling, reading, and presenting support metrics to identify trends and drive decisions.
• Excellent written and verbal communication skills, with the ability to manage vendor relationships and present to internal leadership.
• Familiarity with CS platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar tools.

Nice to Have

• Experience working at a game publisher with a developer relationship separate from the publishing entity.
• Background coordinating with international or Korean‑based development teams.
• Familiarity with player support for FPS, MMO, or other online multiplayer titles.
• Experience building or scaling a CS operation.

WHO YOU ARE

• You know how to get things done through partners you don't directly manage, and you hold them to a high standard without making it adversarial.
• You can juggle multiple titles at once and still catch the details that matter: a spike in a ticket category, a macro that's sending the wrong message, a vendor agent who needs retraining.
• You think in systems and you're always looking for the process improvement, the documentation gap, or the workflow that would prevent the next escalation.
• You can translate messy support data into a clear story for leadership and a clear action plan for vendors.
• You care about the player experience, not just the metrics, and you know the difference between hitting an SLA and actually solving a player's problem.

LOCATION & WORK ENVIRONMENT

This position is based full‑time at our Irvine, CA office. Candidates must be willing to work on‑site. Some flexibility may be required for coordination with our development team in Seoul, South Korea (KST timezone).

Irvine, CA pay range

$100,000—$120,000 USD