Lead, AI Customer Experience (Customer Support)

This role defines, drives, and scales Razer's AI strategy across Customer Support, overseeing the design of long-term AI capabilities, deploying customer-facing AI agents, enhancing agent-assist performance, and embedding AI throughout the support ecosystem. The Lead will own the AI roadmap for Support, partnering with Support Operations to ensure AI becomes a core pillar in delivering fast, accurate, and globally scalable customer experiences, directly shaping how millions of customers experience Razer’s service and support.

Must Have

• Define AI vision and roadmap for Customer Support
• Identify automation opportunities across support journeys
• Own end-to-end design and performance of Support AI Agent
• Lead deployment and enhancement of internal AI tools for support agents
• Create and own an AI analytics framework
• Serve as the bridge between Support, Engineering, Product, and Data teams
• Establish safety guardrails to prevent hallucinations or incorrect instructions
• 8+ years in Customer Experience, Customer Support, AI Product, or Digital Transformation
• 3+ years working with LLMs, conversational AI, or automation platforms
• Familiarity with modern AI platforms and tooling
• Understanding of LLM behavior (prompt engineering, intent classification, RAG, context-awareness, model evaluation and tuning)
• Strong analytics capability (GA4, PowerBI, Tableau)
• Strategic thinker with strong leadership presence
• Excellent communication and stakeholder management
• Strong problem-solving and decision-making abilities
• Customer-first mindset with emphasis on quality
• Able to drive alignment across diverse teams and regions

Perks & Benefits

• Opportunity to make an impact globally
• Working across a global team located across 5 continents
• Gamer-centric #LifeAtRazer experience
• Accelerated growth, personally and professionally
• Inclusive, respectful, and fair workplace
• Reasonable accommodations for disability or religious practices

Job Responsibilities :

We are seeking a Lead for AI Customer Experience to define, drive, and scale our AI strategy across Customer Support. This role will oversee the design of long-term AI capabilities, deploy customer-facing AI agents, enhance agent-assist performance, and embed AI throughout the support ecosystem. You will own the AI roadmap for Support, partner closely with Support Operations and ensure AI becomes a core pillar in how we deliver fast, accurate, and globally scalable customer experiences. This is a strategic and high-impact role for someone who understands AI, customer journeys, and operational efficiency. You will directly shape how millions of customers experience Razer’s service and support — making AI a differentiator in speed, quality, accuracy, and consistency.

Key Responsibilities

Strategic AI Leadership

• Define the AI vision and roadmap for Customer Support
• Identify automation opportunities across support journeys (hardware, software, RMA, troubleshooting)
• Build business cases for AI initiatives (ROI, cost avoidance, CX improvements)
• Establish standards for AI quality, safety, governance, and brand tone
• Drive cross-functional alignment with Support Ops, Product, Engineering, Data, and Marketing

Customer-Facing AI Agent

• Own the end-to-end design, performance, and experience of the Support AI Agent across web, app, chat, and service channels
• Improve containment, resolution, accuracy, context-awareness, and response consistency
• Architect AI troubleshooting flows for hardware and software support paths
• Integrate AI with backend systems (CRM, ticketing, warranty, orders, knowledge base)
• Ensure AI responses meet global brand tone, quality, and safety standards

Agent Assist AI — Internal Productivity

• Lead deployment and continuous enhancement of internal AI tools for support agents
• Improve FCR, AHT, agent efficiency, and coaching through AI-driven workflows
• Design workflows that include AI summaries, suggested replies, knowledge retrieval, and error detection
• Build structured feedback loops with Support teams to improve AI outputs

Data / Measurement / Optimization

• Create and own an AI analytics framework including:
• Intent accuracy
• Retrieval accuracy
• AI containment
• AI resolution
• Hallucination/error rate
• Escalation quality
• Agent-assist impact (AHT, productivity, adoption)
• Partner with BigData teams to build dashboards and monitoring systems
• Run A/B tests to validate improvements
• Set quarterly performance targets and track progress toward KPIs

Cross-Functional Leadership & Execution

• Serve as the bridge between Support, Engineering, Product, and Data teams
• Work with Engineering on model integrations, API connections, and tooling improvements
• Partner with Support leadership on training, workflows, and AI-assisted operational processes
• Ensure alignment across global regions and support teams

AI Governance, Safety & Brand Quality

• Establish safety guardrails to prevent hallucinations or incorrect instructions
• Ensure compliance with GDPR, PDPA, and global privacy requirements
• Maintain documentation, playbooks, workflows, and guidelines for AI usage
• Monitor model drift, performance stability, and continuous learning pathways

Pre-Requisites :

Experience

• 8+ years in Customer Experience, Customer Support, AI Product, or Digital Transformation
• 3+ years working with LLMs, conversational AI, or automation platforms
• Proven leadership across multiple regions and cross-functional teams
• Strong understanding of support workflows, troubleshooting journeys, and service operations
• Demonstrated ability to translate data insights into actionable decisions

Technical Skills

• Familiarity with modern AI platforms and tooling
• Understanding of LLM behavior, including:
• Prompt engineering
• Intent classification
• Retrieval-Augmented Generation (RAG)
• Context-awareness
• Model evaluation and tuning
• Comfortable working with Engineering and reading technical specifications
• Strong analytics capability (GA4, PowerBI, Tableau)

Soft Skills

• Strategic thinker with strong leadership presence
• Excellent communication and stakeholder management
• Strong problem-solving and decision-making abilities
• Customer-first mindset with emphasis on quality
• Able to drive alignment across diverse teams and regions