Player Support Lead

Bonfire Studios•Irvine, CA

2d•$120,000 - $140,000

About The Position

What's the one game you couldn't put down? The game that connected you with friends, and made you feel like you belonged? If a game has ever defined a chapter of your life, then you already know the spark we’re chasing. Our mission is to ignite that same feeling for players; the thrill of competition, the joy of community, and the belonging of finding your own corner of a larger world. Great games begin with people who dare to dream big. If that sounds exciting, you might be exactly who we’re looking for. Bonfire is a group of experienced and ambitious developers, proud to be creating our first original IP: Arkheron . It is a fast-paced, competitive PVP game set in a surreal dark fantasy world where 15 teams of three battle their way up the Tower. In a world built from memories, you will loot powerful items to create and adapt a unique build-out that will change your strategy and combat experience with every Ascension. The best way to understand our Publishing team is in their own words — here’s how they describe their work. On the Publishing team, we believe the most meaningful experiences are built with, not just for, passionate communities. Forget chasing KPIs, we ditch the megaphone for open dialogue, building bridges between our talented devs and the players who love our game as much as we do. We reflect the heartbeat of the community back to the devs - what excites them, what they’re struggling with and what they value - and in turn we foster trust in the shared vision for the world we’re creating. Our role is to amplify their voices, ensuring they help shape our world, not just hear about it. Above all else, we want to craft powerful and lasting moments that ignite us and our community; because in the end, we’re all players here. As our Player Support Lead , you’ll design the systems, tools, and policies that ensure players feel supported, respected, and empowered. This is a highly collaborative, cross-functional role that bridges design, engineering, publishing, and community. Your mission: to solve player pain points quickly, securely, and at scale — getting players back into the game and keeping them connected to our world. At Bonfire, we don’t have armies of support agents, so we rely on creative, scalable solutions that blend self-service, smart automation, and thoughtful workflows. If that challenge excites you, this is the role.

Requirements

Bring 5+ years of experience in player or customer support, with direct ownership of tools, workflows, and policies.
Have hands-on experience setting up and managing vendors, scalable automation, and moderation platforms.
Understand platform certification requirements and integrations across console, PC, or mobile.
Have supported players globally and understand regional differences and best practices.
Know the unique challenges of competitive PvP or online multiplayer games.
Are an excellent and empathetic communicator, able to balance player advocacy with internal collaboration.

Nice To Haves

Understand the social media and games ecosystem (including nuances like influencer support and community expectations).
Bring experience with moderation design, sentiment analysis, monetization policies, or other community health initiatives.

Responsibilities

Building support workflows that guide players from problem to solution, with an emphasis on scalable self-service and automation.
Defining and managing secure, GDPR-compliant systems that protect player data and meet platform requirements.
Creating and maintaining a player knowledge base that’s intuitive, regularly updated, and reflective of Bonfire’s tone and values.
Leading vendor partnerships for moderation, support agents, and related tools, ensuring quality, alignment, and global coverage.
Developing incident response plans to quickly address outages, exploits, or large-scale player issues.
Working with design, engineering, publishing, and community partners to proactively address friction points.
Depending on your background, refining moderation philosophies, managing GGWP agents, overseeing sentiment analysis, or shaping monetization/refund policies.