Top 21 Senior customer service representative Jobs in Laguna Niguel, Ca

Customer Support Lead
NC America —Irvine, CA
- $100,000 - $120,000 a year
- Full-time
- 5 years
- Office
- Presentation skills
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Senior Customer Service Representative
BLACKHAWK INDUSTRIAL OPERATING CO —Irvine, CA
- $27 - $30 an hour
- Full-time
- Computer literacy
- Pass drug screening
- English
- Health savings account
- AD&D insurance
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Customer Service Rep Sr (Behavioral Health)
CalOptima —Orange, CA
- Weekends as needed
- Remote
- Background check
- Microsoft Outlook
- Writing skills
- Tuition reimbursement
- Paid time off
Sr Customer Service Representative
Excelsior Nutrition Inc —Anaheim, CA
- $25 - $35 an hour
- Extended hours
- Microsoft Outlook
- Computer literacy
- Mid-level
Quick Apply
Senior Customer Service Representative
Blower Dempsay Corporation DBA Pak West, Pacific Western Container (PWC), Pacific Flexible Solutions (Pac Flex), Pacific Conveyor Systems, Nexis, Diamond Marketing Group —Santa Ana, CA
- $31 - $41 an hour
- Full-time
- Customer service
- Office
- 3 years
Part-Time - Customer Service Representative Sr (OneCare) (Bilingual Required)
CalOptima —Orange, CA
- Weekends as needed
- Background check
- Microsoft Outlook
- Writing skills
- Tuition reimbursement
- Paid time off
9d
Senior Supervisor, Global Customer Support Services
Western Digital —Irvine, CA
- $83,900 - $111,800 a year
- Full-time
- 6 years
- Supervising experience
- Bachelor's degree
- Health savings account
- AD&D insurance
Quick Apply
Head of Customer Success
Phocas Software —Costa Mesa, CA
- Full-time
- Hybrid work
- Senior level
- AD&D insurance
- Disability insurance
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Senior Customer Supprt/Operations Analyst
NASDAQ —Colonia Juarez, CA
- Full-time
- Hybrid work
- Office
- Bachelor's degree
- Senior level
Sr Enterprise Customer Success Manager - LA28 Olympics
T-Mobile USA, Inc. —Irvine, CA
- $99,500 - $179,400 a year
- Full-time
- 18 years or older
- Microsoft Excel
- Finance
- Paid parental leave
- AD&D insurance
Senior Registered Client Service Associate (Newport Beach, CA)
Raymond James Financial, Inc. —Newport Beach, CA
- $55,000 - $80,000 a year
- Full-time
- Writing skills
- Mid-level
- Office
- Paid holidays
- Health insurance
Senior Associate - Client Success
Baker Tilly Advisory Group, LP —Irvine, CA
- $83,820 - $127,120 a year
- Full-time
- Oracle
- Research
- Mid-level
Quick Apply
Customer Care Manager - State Farm Agent Team Member
Moby Young - State Farm Agent —Newport Beach, CA
- $60,000 - $72,000 a year
- Full-time
- Mid-level
- Office
- Organizational skills
- 401(k)
- Paid time off
Quick Apply
Sr. Manager, Customer Care
Qcells —Irvine, CA
- Full-time
- Hybrid work
- Office
- Residential
- 3 years
Quick Apply
Sr. Technical Services Representative
LATICRETE International, Inc. —Irvine, CA
- Full-time
- Microsoft Excel
- Microsoft Outlook
- DevOps
- AD&D insurance
- Paid holidays
Quick Apply
6d

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Customer Support Lead

NC America
Irvine, CA

Quick Apply

Job Details

Full-time
$100,000 - $120,000 a year

Qualifications

Vendor relationship building
Knowledge management
Data reporting
Metrics Reporting
Managing clients in a customer support role
Content creation
Customer support ticket management
Vendor relationship management
Customer service knowledge base
Customer support
Content management
Online help documentation
Cross-functional communication
Ticketing system technical support

Full 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).

Quick Apply

Refine Your Search

senior customer service representative jobs in laguna niguel, ca

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