Player Support Lead

Bonfire Studios, Inc; Irvine (CA); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Equity

Full benefits package

Flexible working environment

Job summary

An innovative game development company in Irvine is looking for a Player Support Lead to enhance player experiences in their new game. This role involves designing scalable support systems and ensuring player data protection. Candidates should have significant experience in player support and a passion for gaming culture. Join a deeply collaborative team focused on creating memorable player moments.

Qualifications

• 5+ years of experience in player or customer support.
• Hands-on experience with tools, workflows, and policies.
• Understanding of platform certification requirements.

Responsibilities

• Design support systems for player empowerment.
• Ensure GDPR compliance and protect player data.
• Lead vendor partnerships for moderation and support.

Skills

Experience in player or customer support

Communication skills

Knowledge of player-first environments

Job description

Full-time Hybrid, Irvine, California, United States

What's the one game you couldn't put down? The game that connected you with friends, and made you feel like you belonged? If a game has ever defined a chapter of your life, then you already know the spark we’re chasing. Our mission is to ignite that same feeling for players; the thrill of competition, the joy of community, and the belonging of finding your own corner of a larger world.

Great games begin with people who dare to dream big. If that sounds exciting, you might be exactly who we’re looking for.

Bonfire is a group of experienced and ambitious developers, proud to be creating our first original IP: Arkheron . It is a fast-paced, competitive PVP game set in a surreal dark fantasy world where 15 teams of three battle their way up the Tower. In a world built from memories, you will loot powerful items to create and adapt a unique build-out that will change your strategy and combat experience with every Ascension.

The best way to understand our Publishing team is in their own words — here’s how they describe their work.

On the Publishing team, we believe the most meaningful experiences are built with, not just for, passionate communities. Forget chasing KPIs, we ditch the megaphone for open dialogue, building bridges between our talented devs and the players who love our game as much as we do. We reflect the heartbeat of the community back to the devs - what excites them, what they’re struggling with and what they value - and in turn we foster trust in the shared vision for the world we’re creating. Our role is to amplify their voices, ensuring they help shape our world, not just hear about it. Above all else, we want to craft powerful and lasting moments that ignite us and our community; because in the end, we’re all players here.

As our Player Support Lead, you’ll design the systems, tools, and policies that ensure players feel supported, respected, and empowered. This is a highly collaborative, cross-functional role that bridges design, engineering, publishing, and community. Your mission: to solve player pain points quickly, securely, and at scale — getting players back into the game and keeping them connected to our world. At Bonfire, we don’t have armies of support agents, so we rely on creative, scalable solutions that blend self-service, smart automation, and thoughtful workflows. If that challenge excites you, this is the role.

YOU'LL CONTRIBUTE BY:

• Building support workflows that guide players from problem to solution, with an emphasis on scalable self-service and automation.
• Defining and managing secure, GDPR-compliant systems that protect player data and meet platform requirements.
• Creating and maintaining a player knowledge base that’s intuitive, regularly updated, and reflective of Bonfire’s tone and values.
• Leading vendor partnerships for moderation, support agents, and related tools, ensuring quality, alignment, and global coverage.
• Developing incident response plans to quickly address outages, exploits, or large-scale player issues.
• Working with design, engineering, publishing, and community partners to proactively address friction points.
• Depending on your background, refining moderation philosophies, managing GGWP agents, overseeing sentiment analysis, or shaping monetization/refund policies.

WE'RE EXCITED ABOUT YOU BECAUSE YOU:

• Bring 5+ years of experience in player or customer support, with direct ownership of tools, workflows, and policies.
• Have hands-on experience setting up and managing vendors, scalable automation, and moderation platforms.
• Understand platform certification requirements and integrations across console, PC, or mobile.
• Have supported players globally and understand regional differences and best practices.
• Know the unique challenges of competitive PvP or online multiplayer games.
• Are an excellent and empathetic communicator, able to balance player advocacy with internal collaboration.
• Understand the social media and games ecosystem (including nuances like influencer support and community expectations).
• Bring experience with moderation design, sentiment analysis, monetization policies, or other community health initiatives.

THIS MIGHT NOT BE THE ROLE FOR YOU IF:

• Your support background is primarily in large-scale call centers without experience building lightweight, scalable systems.
• You come from industries with little community engagement (e.g., enterprise SaaS, healthcare) without exposure to player-first environments.
• You rely on rigid, one-size-fits-all solutions rather than evolving, player-centric approaches that adapt with the game.

YOU'LL LOVE WORKING AT BONFIRE BECAUSE WE:

• Embrace bold challenges with creativity and courage, making the tough calls to build a game we’re proud to play every day.
• Keep fun at the core: we play Arkheron daily, staying grounded as players. If it’s not more fun than yesterday, we fix it. We don’t chase trends; we listen by playing.
• Stay truly independent, with decisions driven by the team — not by investors or a board.
• Thrive in a culture of passion, trust, and shared ownership; where transparency matters and egos don’t.

The base salary range for this role is $120,000-$140,000. Depending on your experience and level (whether you’re closer to mid-level or principal), your offer may land above or below that range. We don’t just look at years on a résumé — we think about the impact you can have on the team and the game. Of course, compensation at Bonfire goes beyond salary. Every new teammate receives equity, plus a full benefits package and some extra perks to make work (and life) better. When we connect, we’ll happily walk you through the full details.

Want to get a feel for what it’s like to work here? You can check out more about our culture, team, benefits, and perks at www.bonfirestudios.com . And don’t worry — anything you share with us in the application process is just for recruiting and won’t be shared. You can read more in our privacy policy .