Community Support Team Lead

About the role

The Community Support Team Lead will oversee and engage with customers across various public and community-facing channels, ensuring a positive and supportive experience. This role requires a deep understanding of SteelSeries products and a commitment to fostering a strong community.

Responsibilities

• Maintain and enhance customer support across platforms like Reddit, Discord, Twitter/X, Trustpilot, and Google Reviews.
• Create and share how-to videos and other support content to improve self-service and reduce friction for customers.
• Host live sessions in Discord to educate customers and drive feature adoption.
• Collaborate with internal teams to address products, software, policy, and experience issues surfaced through community channels.
• Contribute to improving community support workflows, response quality, content strategy, and overall customer experience.

Requirements

• 3+ years of experience in a social media, community, or public-facing customer engagement role OR 3+ years of technical support or customer support experience combined with relevant experience.
• Strong organizational skills with the ability to manage multiple priorities, conversations, and follow-ups at once.
• Ability to identify patterns in feedback and turn insights into meaningful action.
• Comfortable troubleshooting hardware and software issues at a high level, with the ability to route or escalate when needed.
• A customer advocates mindset with an understanding of business goals, policies, and brand reputation.
• Experience creating support content, video tutorials, or video content.

Qualifications

• Interest or experience in gaming, gaming communities, or gaming hardware is preferred.

Skills

• Excellent written communication skills and the ability to adapt tone appropriately across different platforms and audiences.
• Strong judgment and the ability to balance customer advocacy, brand protection, and operational follow-through.
• Ability to collaborate across teams and build strong working relationships with stakeholders.