Live Ops Support Lead: Multi-Title & Vendor Management

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

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.