Customer Support Lead

Responsibilities

• Serve as the primary point of contact for all CS vendor partners, managing relationships across multiple titles
• Define, track, and enforce SLAs, KPIs, and quality benchmarks
• Conduct regular vendor reviews and drive continuous improvement
• Monitor ticket volume, queue health, and response times to flag emerging issues
• Manage player escalations, including VIP and high-visibility cases
• Build and maintain a centralized knowledge base, macro library, and response guidelines
• Partner with game teams to keep support content current with patches and live events
• Translate support data and player feedback into actionable insights for internal stakeholders

Requirements

• 5+ years of experience in customer support operations, specifically in live-service gaming
• Demonstrated experience managing third-party CS vendors or BPO partners
• Proven ability to operate across multiple game titles simultaneously
• Experience with knowledge base development and agent-facing documentation
• Strong data literacy and ability to present support metrics
• Familiarity with CS platforms such as Zendesk, Salesforce Service Cloud, or Freshdesk

Preferred Qualifications

• Experience working at a game publisher with a separate developer relationship
• Background coordinating with international or Korean-based development teams
• Familiarity with player support for FPS, MMO, or other online multiplayer titles
• Experience building or scaling a CS operation

About the Company

NC America manages support operations for multiple live-service gaming titles, ensuring high-quality player experiences through strategic vendor management and cross-functional collaboration.