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Customer Support Lead – PC Gaming, Live Service & BPO Vendor Management

Kore1

  • Irvine, CA
  • 1 day ago
  • $100,000–$130,000 Per Year
  • Full-time

Highlights

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. KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Customer Support Lead – PC Gaming, Live Service & BPO Vendor Management.

Numbers & Facts

LocationIrvine, CA
Job TypeFull-time
Salary$100,000–$130,000 Per Year

Description

Location: This role is fully onsite in Irvine, CA

Relocation: Candidates interested in relocating (to work onsite in Irvine, CA) welcome to apply. Relocation assistance available.

Schedule: Flexible start time between 8:00 AM and 10:00 AM.

Work Authorization / Visa Sponsorship: Candidates must currently have valid U.S. work authorization. Our client is able to support visa transfers for eligible candidates who are already in valid status; however, they are not able to sponsor candidates through the H-1B lottery or provide new/initial visa sponsorship.

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Customer Support Lead – PC Gaming, Live Service & BPO Vendor Management

ROLE OVERVIEW
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.

You are a seasoned CS professional who has operated in live-service gaming environments, understands the pace and complexity of managing player support at scale, and knows how to get results through vendor partners. You are organized, data-driven, and a clear communicator who can represent support needs both internally to leadership and externally to vendor partners.

Job Responsibilities

KEY RESPONSIBILITIES
Vendor Management & Accountability

  • Serve as the primary NC America point of contact for all CS vendor partners, managing relationships across multiple titles.
  • Define, track, and enforce SLAs, KPIs, and quality benchmarks; hold vendors accountable to agreed performance standards.
  • Conduct regular vendor reviews, provide structured feedback, and drive continuous improvement across support operations.
  • Identify and escalate vendor performance risks proactively, partnering with internal stakeholders to resolve gaps.


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.
  • Monitor ticket volume, queue health, and response times; surface trends and flag emerging issues before they become player-facing crises.
  • 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.
  • Partner with game teams to keep support content current with patches, live events, and known issues.
  • Develop onboarding and training resources for vendor agents to ensure consistent quality and brand voice across all support interactions.
  • Evaluate and recommend tooling, workflows, and process improvements that scale across a multi-title operation.
  • Assess existing CS operations, including vendors, SLAs, KPIs, processes, and support infrastructure, and recommend changes or improvements where appropriate.


Cross-Functional Collaboration

  • Work closely with Community, Live Operations, and Product teams to align on player issues, known bugs, and support priorities.
  • Translate support data and player feedback into actionable insights for internal stakeholders and leadership.
  • Coordinate occasionally with NC’s development teams in Korea to share support trends, localization needs, or title-specific escalations.
  • Represent the voice of the player in internal discussions, advocating for support quality as a core part of the player experience.

Qualifications

QUALIFICATIONS
Required

  • 5+ years of experience in customer support operations preferred, with meaningful experience supporting live-service games. There is flexibility on the exact number of years for candidates with strong overall CS operations and relevant live-service gaming experience.
  • Demonstrated experience managing the day-to-day relationship with third-party CS vendors or BPO partners, including SLA/KPI oversight and performance accountability. Candidates do not need to have been the ultimate owner of the commercial vendor relationship.
  • Strong understanding of PC gaming, player behavior, and the expectations of PC gaming communities. Candidates should be able to understand why players are reacting to in-game issues and translate that understanding into an appropriate support response.
  • Experience supporting multiple game titles or product lines simultaneously preferred; candidates with strong experience supporting a large or complex live-service title may also be considered.
  • Experience owning or significantly contributing to knowledge base development, macro creation, and agent-facing documentation.
  • 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.
  • Familiarity with CS platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar tools.


Nice to Have

  • Experience working at a game publisher with a developer relationship separate from the publishing entity.
  • 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.
  • Experience managing CS operations across multiple live-service game titles.


WHO YOU ARE

  • You know how to get things done through partners you don't directly manage, and you hold them to a high standard without making it adversarial.
  • 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 can translate messy support data into a clear story for leadership and a clear action plan for vendors.
  • 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.

Compensation depends on experience but is typically $100,000 - $130,000/yr. The client prefers to remain within the established base salary range but may have some flexibility for a strong candidate, including a potential sign-on bonus and/or relocation assistance.

About Company

ABOUT KORE1
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, engineering, creative, scientific, accounting and finance professionals in their career paths. We build deep relationships with our candidates and clients, allowing us to deliver an unmatched level of service and a true partnership.

KORE1 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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