Bonfire Studios · 1 day ago
Player Support Lead
Irvine, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$120K/yr - $140K/yr
5+ years expBonfire Studios is a game development company focused on creating engaging multiplayer experiences. As a Player Support Lead, you will design and implement support systems for players in a competitive online environment, ensuring fair and efficient resolution of issues while collaborating with various teams.
GamingOnline Games
Hiring Manager
Levi Donals
Responsibilities
Evolving and refining our existing support workflows to guide players from issue to resolution, learning alongside the game and strengthening self-service, automation, and clearly defined escalation paths over time
Applying deep knowledge of competitive PvP games to design incident response plans for outages, exploits, or large-scale player issues—protecting fairness, trust, and match integrity under pressure
Defining player support policies and systems that are secure, GDPR-compliant, and aligned with platform requirements—translating principles into workflows the team can execute consistently
Creating and maintaining a player-facing knowledge base that is intuitive, current, and reflective of Bonfire’s tone, values, and commitment to player trust
Designing and managing how external support vendors operate within Bonfire’s player support ecosystem (ie: defining standards, escalation paths, quality bars, and performance expectations), without directly managing a large in-house support team day to day
Partnering closely with design, engineering, publishing, and community to proactively identify friction points and address them upstream
Helping define moderation philosophy, escalation thresholds, sentiment signals, and monetization/refund guardrails - while creating clear reporting rhythms that give the studio visibility into player sentiment and support health. You’ll translate principles into systems the team can execute and insights leadership can act on
Qualification
Required
Bring 5+ years of experience in player or customer support, with ownership of tools, workflows, and policies—ideally in early-stage, evolving, or ambiguous environments
Understand the unique pressures of competitive PvP or online multiplayer games, where fairness, trust, speed, and clarity are critical
Think in systems and tradeoffs, and can synthesize complex problems clearly and concisely
Have experience designing or working with automation, moderation platforms, or vendors, with an emphasis on judgment and structure rather than simply scaling volume
Are an excellent and empathetic communicator who listens closely, responds with precision, and collaborates effectively across disciplines
Have supported players globally and understand regional partnerships/nuances, and best practices
Preferred
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
Benefits
Equity
Full benefits package
Extra perks to make work (and life) better
Company
Bonfire Studios
Bonfire studios is an independent game studio in Orange County California
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$25MKey Investors
Andreessen Horowitz
2025-01-15Series B
2016-09-12Series Unknown· $25M
2016-05-01Series A
Leadership Team
Josh Mosqueira
Design @ Bonfire Studios, co-founder
Recent News
GamesIndustry.biz
2025-09-18
2025-09-17
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