Customer Operations Lead (Services)

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities

We are looking for a dynamic, strategic, and tech-savvy professional to play a key role in driving operational excellence and transformation within Razer's Customer Advocacy team, supporting the Razer Gold & Silver customer support function across global markets.

You will work closely with cross-functional teams to optimize workflows, drive project implementations, and explore opportunities to leverage AI, automation, and technology integration to improve operational efficiency and service delivery.

• Collaborate with the contact center management team to drive achievement of key customer experience metrics, including Net Promoter Score (NPS), Service Level Agreements (SLAs), and other performance KPIs.
• Lead and coordinate projects, including planning, implementation, UAT, deployment, and user training.
• Work with IT, product, and technology teams to assess business requirements, coordinate implementation, and support testing and deployment of AI-driven solutions.
• Review and optimize operational workflows, processes, and SLAs to improve efficiency and service quality.
• Analyse operational data and customer feedback to identify trends, gaps, and improvement opportunities.
• Identify and drive AI, automation, and technology integration initiatives to enhance customer support capabilities and productivity.
• Collaborate with cross-functional teams and stakeholders to resolve operational challenges and deliver business improvements.
• Be available to respond to operational escalations during and, when required, outside office hours.
• Provide administrative and logistical support as required.
• Perform other duties and responsibilities as assigned.
  
  

Pre-Requisites

• Diploma or Degree in Operations, IT, or a related discipline.
• Minimum 5 years of experience in operations, project management, or contact centre environments. FinTech or digital industry experience is an advantage.
• Strong understanding of contact centre operations and process improvement.
• Experience in project management, workflow optimization, and stakeholder coordination.
• Good knowledge of AI, Generative AI, automation, and practical business applications. Experience in AI implementation or system integration is an advantage.
• Strong analytical, critical-thinking, and problem-solving skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint. Power BI and Oracle experience is preferred.
• Excellent communication skills with fluency in English and Mandarin. Additional local languages are a plus.
• Self-driven, resourceful, adaptable, and able to manage multiple priorities in a fast-paced environment.
• Familiarity with Razer Gold & Silver or other digital wallet ecosystems is a plus. Previous involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this role
  
  

Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.

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