Community Support Team Lead

SteelSeries•Chicago, IL

About The Position

We are looking for a Community Support Team Lead who is a strong communicator and a natural go-getter. This role requires someone who knows how to engage with people in public-facing spaces while balancing empathy, professionalism, and brand voice. The ideal candidate is highly organized, comfortable managing multiple workstreams across community support channels, review platforms, content creation, and internal follow-ups. They should be comfortable working in fast-moving environments with shifting priorities and possess strong judgment for responding, escalating, and turning feedback into action items. A passion for customer experience and building trust, visibility, and confidence in the brand is essential. Collaboration with Support, PR, and Community teams is key, as is comfort with hosting live feature adoption sessions in Discord, engaging directly with users, and helping customers maximize value from our hardware and software. The ability to create helpful, easy-to-understand how-to content and translate technical information into customer-friendly guidance is also important. An interest in gaming, gaming hardware, or gaming communities is a significant plus.

Requirements

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's mindset with an understanding of business goals, policies, and brand reputation.
Experience creating support content, video tutorials, or video content.

Nice To Haves

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.

Responsibilities

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 items 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.