Ncamerica

Customer Support Lead

Irvine, California · Full-time

Sponsorship not specified$100k-$120kDetected 12 days ago

SalesforceProcess ImprovementVendor ManagementCustomer SupportZendeskLeadershipCommunicationCollaborationPublic Speaking

About the role

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.

Serve as the primary NC America point of contact for all CS vendor partners, managing relationships across multiple titles.
Conduct regular vendor reviews, provide structured feedback, and drive continuous improvement across support operations.
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.
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.
You can translate messy support data into a clear story for leadership and a clear action plan for vendors.

5+ years of experience in customer support operations, with a significant portion in live-service gaming environments.
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.
Familiarity with CS platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar tools.
Required
Demonstrated experience managing third-party CS vendors or BPO partners, including SLA ownership and performance accountability.
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.

Experience working at a game publisher with a developer relationship separate from the publishing entity.
Background coordinating with international or Korean-based development teams.
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 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.
This position is based full-time at our Irvine, CA office.
Some flexibility may be required for coordination with our development team in Seoul, South Korea (KST timezone).

This listing is sourced directly from Ncamerica's careers page and normalized into a canonical job model.