Community Support Team Lead at SteelSeries in Chicago, IL

COMMUNITY SUPPORT TEAM LEAD Location: IL, Chicago Gaming? Check. Esports? Check. Hardware? Check. Software? Check. We could go on and on.  The point is we've been helping gamers get better since 2001.  In fact, Esports pros have won more money using SteelSeries products than any other brand and we're just getting started. Esports and Gaming are multi-billion-dollar industries, and we're going to continue supporting them through innovative gear and software gamers need and love.  We believe in being true to the gaming community, which means being true to ourselves. We create products that help the best of the best be better, and products that help the not-so-good feel not-so-bad.  Most of us are gamers, but you don't have to be, we promise!  Just don't be surprised if you become one within a few weeks of starting!      Community Support Team Lead  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 customer support across public and community-facing channels including Reddit, Discord, Twitter/X, Trustpilot, Google Reviews, and other review or social platforms.  • 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 actionable from multiple sources to ensure issues are addressed and feedback is not lost.  • Partners 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 advocates 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, PowerBI 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 including Reddit, Discord, Twitter/X, Trustpilot, and Google Reviews.  • 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.  • Participating 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.