Live-Service Support Lead: Vendor & Multi-Title

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

Job summary

NCSoft Irvine seeks a Customer Support Lead to own CS operations across multiple live-service titles. You will manage external CS vendor partners, ensuring high-quality, scalable support and strong escalation handling.

The role requires a senior, data-driven communicator who can drive performance with vendors and internal teams. You will oversee knowledge base development, onboarding, and agent training to maintain consistent brand voice.

Qualifications

• 5+ years in customer support operations, live-service gaming experience preferred.
• Experience managing third-party CS vendors or BPO partners with SLA ownership.

Responsibilities

• Own end-to-end CS operations across multiple titles, including SLA oversight and escalation handling.
• Define and enforce vendor SLAs, KPIs, and quality benchmarks; review vendor performance regularly.
• Build and maintain a centralized knowledge base and agent guidelines across titles.
• Collaborate with Community, Live Ops, and Product teams to align on issues and priorities.
• Translate support data into actionable insights for leadership and vendors.

Skills

Vendor management

Multi-title support

Data literacy

Vendor performance

Communication with leadership

CS platforms

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

NCSoft Irvine seeks a Customer Support Lead to own CS operations across multiple live-service titles. You will manage external CS vendor partners, ensuring high-quality, scalable support and strong escalation handling.

The role requires a senior, data-driven communicator who can drive performance with vendors and internal teams. You will oversee knowledge base development, onboarding, and agent training to maintain consistent brand voice.