Customer Operations Lead (Services)

1 Month ago • 5 Years +

Operations

Job Description

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 #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally. 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.

Good To Have:

Experience in digital payments, fintech, or gaming services
Additional regional language proficiency (beyond English and Mandarin)
Experience with CRM platforms (e.g., Oracle) and reporting tools (e.g., Power BI)
Familiarity with Razer Gold & Silver or other digital wallet ecosystems
Previous involvement in collaborating with and managing relationships with third-party outsourced vendors

Must Have:

Collaborate with contact center management to drive achievement of key customer experience metrics.
Coordinate and manage project rollouts, including planning, stakeholder alignment, UAT, risk tracking, and go-live readiness.
Conduct training sessions for new product launches, campaigns, and support process updates.
Support execution of Customer Experience (CX) initiatives to improve service delivery and satisfaction.
Analyze contact drivers, user feedback, and detractor responses to identify pain points.
Collaborate with cross-functional teams to align and improve end-to-end support processes.
Manage escalations from outsourced contact centers for timely and effective resolution.
Maintain detailed and up-to-date documentation including SOPs, training materials, and project trackers.
Leverage operational data and dashboards to monitor vendor performance and drive data-informed decisions.

Perks:

Opportunity to make a global impact
Work across a global team located across 5 continents
Unique, gamer-centric #LifeAtRazer experience
Accelerated personal and professional growth
Certified as a Great Place to Work® in both United States and Singapore

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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