Customer Operations Lead (Services)

Job Responsibilities :

You will play a critical role within Razer’s Customer Advocacy team, supporting the operational excellence of our Razer Gold & Silver customer support function. This role works closely with internal teams and outsourced partners to streamline support workflows, execute customer experience initiatives, and ensure high-quality service delivery across global markets. Ideal for someone with strong operational discipline, project coordination experience and a passion for digital service excellence in the fintech or payments space.

Job Responsibilities

• 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.
• Coordinate and manage project rollouts—including planning, stakeholder alignment, UAT participation, risk tracking and go-live readiness—to support enhancements in the customer journey.
• Conduct training sessions for new product launches, campaigns and support process updates to ensure outsourced teams are fully equipped to handle Razer Gold & Silver customer interactions.
• Support the execution of Customer Experience (CX) initiatives aimed at improving service delivery, efficiency and customer satisfaction.
• Analyze contact drivers, user feedback and detractor responses to identify pain points and execute actionable improvements.
• Collaborate with cross-functional teams to align and improve end-to-end support processes and escalation handling.
• Manage escalations from outsourced contact centers, working closely with stakeholders to ensure timely and effective resolution of complex or high-impact issues.
• Maintain detailed and up-to-date documentation including SOPs, training materials and project trackers.
• Leverage operational data and dashboards to monitor vendor performance, identify trends, and drive data-informed decisions.

Pre-Requisites :

• 5+ years of experience in customer support operations, project coordination, or contact center environments—experience in digital payments, fintech, or gaming services is a strong advantage.
• Proven track record in supporting and delivering cross-functional projects, with clear ownership of deliverables and outcomes.
• Strong analytical and problem-solving abilities; capable of identifying trends and proposing process or service improvements.
• Fluency in English and Mandarin (spoken and written); additional regional language proficiency is a plus.
• Proficiency in Microsoft Excel and PowerPoint; experience with CRM platforms (e.g., Oracle) and reporting tools (e.g., Power BI) is preferred.
• Excellent organizational and time management skills, with the ability to manage multiple priorities effectively.
• Strong interpersonal and communication skills, with the ability to collaborate across teams and regions.
• Proactive, adaptable, and driven to improve customer experience through operational excellence.
• 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