# Community Support Team Lead **Company**: SteelSeries **Location**: Chicago, IL **Experience**: senior **Job type**: full-time **Category**: Customer Support **Industry**: Technology **Wikidata**: https://www.wikidata.org/wiki/Q2629769 **Apply**: https://gn.wd3.myworkdayjobs.com/en-US/SteelSeriesCareers/job/IL-Chicago/Community-Support-Team-Lead_R29351?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_d177b4bc-f60 ## Description SteelSeries is a leading gaming gear and software company founded in 2001. We're looking for a Community Support Team Lead to join our team. As a Community Support Team Lead, you will be responsible for leading our community support efforts across public-facing channels, including Reddit, Discord, Twitter/X, Trustpilot, and Google Reviews. **About You:** - You are a strong communicator and a natural go-getter. - You know how to engage with people in public-facing spaces while balancing empathy, professionalism, and brand voice. - You are highly organized and can manage multiple workstreams across community support channels, review platforms, content creation, and internal follow-ups. - You are comfortable working in fast-moving environments where priorities can shift quickly, and you know how to keep things moving. - You have strong judgment and know when to respond directly, when to escalate, and when to turn feedback into a broader action item. - You care about the customer experience and understand that support in community spaces is not just about solving one issue , it is also about building trust, visibility, and confidence in the brand. - You enjoy collaborating and can work with Support, PR, and Community teams to drive action. - You are comfortable hosting live feature adoption sessions in Discord, engaging directly with users, and helping customers get more value from our hardware and software. - You enjoy creating helpful, easy-to-understand how-to content and can translate technical information into customer-friendly guidance. - Interest in gaming, gaming hardware, or gaming communities is a big plus. **What You'll Do:** - Monitor and help customers across public and community-facing channels. - Own review responses and public-facing support engagement in a way that is helpful, on-brand, and action-oriented. - Identify recurring issues, customer pain points, feature requests, and emerging trends across channels, and turn them into clear internal action items. - Create how-to videos and other helpful support content for hardware and software to improve self-service and reduce friction for customers. - Host Discord live sessions focused on feature adoption, product education, and customer enablement. - Track and follow up on actionables from multiple sources to ensure issues are addressed and feedback is not lost. - Partner with internal teams to escalate products, software, policy, and experience issues that surface through community channels. - Help strengthen the connection between community feedback and the formal support organization. - Support brand reputation by maintaining a visible, thoughtful, and customer-focused presence on public channels. - Contribute ideas that improve community support workflows, response quality, content strategy, and overall customer experience. **Necessary Skills:** - 3+ years of experience in a social media, community, or public-facing customer engagement role OR some social media/community experience combined with 3+ years of technical support or customer support experience. - Excellent written communication skills and the ability to adapt tone appropriately across different platforms and audiences. - Experience responding to customers in public-facing channels with sound judgment and professionalism. - 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. - Ability to collaborate across teams and build strong working relationships with stakeholders. - A customer advocate mindset with an understanding of business goals, policies, and brand reputation. - Experience creating support content, video tutorials, or video content. - Experience with Zendesk, Sprout Social, Microsoft Suite, Power BI, and social media management platforms is helpful. - Interest or experience in gaming, gaming communities, or gaming hardware is preferred. **Within 1 Month You Will:** - Settle in and get to know your colleagues across Support and PR. - Immerse yourself in SteelSeries culture, products, policies, and customer experience standards. - Develop a working understanding of our support channels, social platforms, review platforms, and escalation paths. - Begin learning our hardware, software, and the most common customer issues and friction points. - Partner with the team to understand current workflows, active priorities, and tone of voice expectations across channels. **Within 3 Months You Will:** - Begin owning day-to-day oversight of community support channels. - Respond clearly and confidently in public-facing environments while maintaining brand voice and strong customer care. - Identify common themes in customer feedback and create clear internal action items or escalation paths. - Help coordinate and track actionables across teams to ensure feedback from community channels leads to visible follow-through. - Start contributing how-to content ideas and support content improvements based on real customer pain points. - Participate in or begin hosting Discord sessions that help drive feature adoption and product understanding. **Within 9 Months You Will:** - Be a trusted owner of the community support motion across public channels and review platforms. - Demonstrate strong judgment in balancing customer advocacy, brand protection, and operational follow-through. - Build strong working relationships across teams and serve as a key voice for customer feedback coming from community channels. - Create repeatable processes for identifying trends, escalating issues, and tracking outcomes from public feedback sources. - Regularly contribute effective how-to video content and self-service improvements for hardware and software support experiences. - Proactively identify opportunities to improve customer sentiment, reduce friction, and strengthen brand trust in public spaces. ## Skills ### Required - Excellent written communication skills - Strong organizational skills - Experience responding to customers in public-facing channels - Ability to identify patterns in feedback - Comfortable troubleshooting hardware and software issues - Ability to collaborate across teams - Customer advocate mindset ### Nice to have - Interest or experience in gaming, gaming communities, or gaming hardware - Experience with Zendesk, Sprout Social, Microsoft Suite, Power BI, and social media management platforms --- Source: [Apply at gn.wd3.myworkdayjobs.com](https://gn.wd3.myworkdayjobs.com/en-US/SteelSeriesCareers/job/IL-Chicago/Community-Support-Team-Lead_R29351?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)