---
title: 'Customer Support Lead at NC America'
canonical: 'https://feeny.ai/job/customer-support-lead-nc-america-irvine-mfqexnp35hxr'
type: 'job'
last_seen: '2026-09-13'
---

# Customer Support Lead at NC America

- **Company:** NC America
- **Location:** Irvine, CA
- **Compensation:** $100k–$120k
- **Posted:** 2026-07-11
- **Last confirmed live:** 2026-09-13
- **Apply:** https://job-boards.greenhouse.io/ncamerica/jobs/4313867009

## Job description

Customer Support Lead

Location: Irvine, CA (On-site) | Type: Full-Time

## 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.

## 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.

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

Required

- 5+ years of experience in customer support operations, with a significant portion in live-service gaming environments.
- Demonstrated experience managing third-party CS vendors or BPO partners, including SLA ownership and performance accountability.
- 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.
- 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.

## 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.

## LOCATION & WORK ENVIRONMENT

This position is based full-time at our Irvine, CA office. Candidates must be willing to work on-site. Some flexibility may be required for coordination with our development team in Seoul, South Korea (KST timezone). Irvine, CA pay range $100,000—$120,000 USD

## About NC America

## Company Overview
- **One-liner**: NC America, the US subsidiary of NCSOFT, is a premier digital entertainment publisher and developer known for critically acclaimed MMORPG franchises like Lineage 2, Aion, and Blade & Soul.
- **Entity Type**: Private (subsidiary of publicly traded NCSOFT, KOSDAQ: A036570)
- **Headquarters**: Irvine, California, USA
- **Founded**: 1997 (parent company NCSOFT)
- **Founders**: N/A (NC America is a subsidiary of NCSOFT, founded by Kim Taek-jin)

## Core Business
- **Primary industry**: Computer Games / Digital Entertainment
- **Target customers**: B2C (global gamers), with a focus on MMORPG and live-service game audiences
- **Mission or purpose statement**: “To create a joy-filled world” by delivering games that entertain a globally connected audience.

## Products & Services
- **Lineage 2 / Lineage 2M**: Classic and mobile MMORPGs with dedicated player communities.
- **Aion**: A fantasy MMORPG known for its aerial combat and PvPvE gameplay.
- **Blade & Soul / Blade & Soul Neo**: A martial-arts action MMORPG; “Neo” is a visual and gameplay remaster targeting nostalgic players.
- **Guild Wars 2**: A critically acclaimed MMORPG with a focus on dynamic events and no subscription fee.
- **Project LLL**: An upcoming online shooter in development, aiming to expand into new genres.
- **Publishing & Investment**: NC America acts as a Western publishing hub for NCSOFT’s global titles, including recent investments in Moon Rover (first-person shooter), Vic Game Studios (RPG *Breakers*), and Mistil Games (third-person shooter *Time Takers*).

## Market Standing
- **Valuation/Market Cap**: Not publicly available for NC America specifically; parent NCSOFT has a market cap of approximately $2–3 billion (as of mid-2025, variable).
- **Key Metric**: NC America employs 29 people (LinkedIn, 2025), with 84.2% YoY headcount growth. Parent NCSOFT has 4,000+ employees globally.
- **Notable Investors/Partners**: Amazon Games (partnered for Western launch of *Throne and Liberty*); parent company NCSOFT is publicly traded in South Korea.
- **Growth Signals**: The company is expanding its Western footprint with a new Irvine office, investing in diverse game genres beyond MMORPGs, and planning to double down on live-service business in 2025. CEO Jeonghee Jin reports feeling “very optimistic” about the pipeline and a “rise” from the industry downturn.

## Competitive Advantages
- **Legacy IP & Community**: Decades-old franchises like Lineage and Guild Wars 2 have loyal, revenue-generating player bases—a durable moat in the volatile gaming industry.
- **Cross-Continental Bridge**: NC America uniquely bridges Western and Eastern MMORPG audiences, with deep experience in both markets.
- **Financial Backing**: Backed by a publicly traded parent company (NCSOFT) with a strong balance sheet and a history of long-term investment in game development.
- **Data & Live-Service Expertise**: Deep institutional knowledge of player behavior tracking and live-service operations, honed over 25+ years of running persistent online worlds.

## Strategic Focus
- **Diversifying Genres**: Moving beyond MMORPGs into shooters (*Project LLL*, *Time Takers*) and RPGs (*Breakers*) to reach broader audiences.
- **Western Expansion**: Under CEO Jeonghee Jin (former CEO of Pearl Abyss America), the company is investing in Western development studios and growing the Irvine office.
- **Live-Service Commitment**: Doubling down on live-service games despite industry risk, leveraging MMORPG pedigree and community management.
- **Nostalgia & Modernization**: Re-releasing remasters like Blade & Soul Neo to capture both classic fans and new players.

## Why Work Here
- **Culture**: Described as “innovative, creative, collaborative, and impactful,” with a focus on “making people in this world happier.” Teams are small (29 employees) and growing, offering high ownership.
- **Work Policy**: In-Office / OnSite at the Irvine, CA headquarters. No remote or hybrid options indicated for current openings.
- **Benefits**: Comprehensive medical, dental, and vision plans; 401(k) with company matching; discretionary bonus plans; short-term & long-term disability; life & AD&D; healthcare and dependent care FSAs; paid holidays, PTO, and parental/bereavement leave.
- **Engineering Culture**: Small technical team (3 people, 9% of workforce) working on live-service infrastructure and publishing tools—a chance to have outsized impact in a growing subsidiary.
- **Recent Openings** (as of mid-2025): Community Manager, Social Media Marketing Manager (Contract), Publishing Producer, Public Relations Assistant, Customer Service Specialist.

## Sources
1. [nca.ncsoft.com - Careers Page](https://nca.ncsoft.com/en-US/careers)
2. [Greenhouse - NC America Job Board](https://job-boards.greenhouse.io/ncamerica)
3. [Built In - NC America Profile](https://builtin.com/company/nc-america)
4. [LinkedIn - NC America Company Page](https://www.linkedin.com/company/ncamerica)
5. [Game Developer - NC America CEO Interview (March 2025)](https://www.gamedeveloper.com/business/nc-america-ceo-hopes-the-industry-and-her-company-is-on-upswing-after-layoffs)

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