Senior Live Support Lead: Vendor & Multi-Title Ops

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

Job summary

HellaGoodAudio is seeking a Customer Support Lead to own our live-service support operations across multiple titles. This senior IC will manage external CS vendor partners, enforce SLAs, and drive knowledge management and escalation handling to ensure high-quality player experiences.

Based in Irvine, CA, this on-site role requires strong data literacy, vendor relationship skills, and ability to coordinate with cross-functional teams and Korea-based development partners.

Qualifications

• 5+ years of experience in customer support operations, with live-service gaming exposure.
• Experience managing third-party CS vendors or BPO partners and owning SLAs.
• Proven ability to manage multiple game titles or product lines simultaneously.
• Experience owning knowledge base development and agent-facing documentation.
• Strong data literacy and ability to present support metrics to leadership.
• Excellent written and verbal communication, and vendor relationship management.

Responsibilities

• Own the end-to-end support experience across titles, ensuring quality regardless of vendor.
• Monitor ticket volume, queue health, and response times; surface trends.
• Manage player escalations, including VIP cases, with urgency and care.
• Serve as internal escalation path for complex or precedent-setting cases.
• Build and maintain a centralized knowledge base and guidelines for vendor agents.
• Collaborate with Community, Live Ops, and Product teams to align on priorities and issues.

Skills

Customer support operations

Vendor management

Cross-title support

Data literacy

Zendesk/Salesforce/Freshdesk

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

HellaGoodAudio is seeking a Customer Support Lead to own our live-service support operations across multiple titles. This senior IC will manage external CS vendor partners, enforce SLAs, and drive knowledge management and escalation handling to ensure high-quality player experiences.

Based in Irvine, CA, this on-site role requires strong data literacy, vendor relationship skills, and ability to coordinate with cross-functional teams and Korea-based development partners.