Manager, Customer Support & Operations (B2C)

8 Months ago • 5-7 Years • Operations

Job Summary

Job Description

Lead customer support strategy development and optimization for a global B2B/B2C company. Must have experience in developing global customer support strategy in digital payment, credit card schemes, financial technology, or banking industries. Strong leadership, communication, and project management skills are essential.
Must have:
  • Global Customer Support
  • Digital Payment
  • Credit Card
  • Financial Technology
Good to have:
  • Customer Support
  • Troubleshooting Skills
  • Project Management
  • Ticketing Systems
Perks:
  • Gamer-centric Experience
  • Accelerated Growth

Job Details

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.

Job Responsibilities :

The Customer Service Team Lead is responsible for developing and optimizing B2B/B2C customer support strategies, ensuring operational excellence, and leading support teams in managing escalations. This role collaborates cross-functionally to enhance processes, policies, and platforms while driving continuous improvements in service delivery and operational efficiency.

Essential Duties and Responsibilities

  • Develop and optimize the overall B2B/B2C customer support strategy according to changing business needs on a global and regional levels.
  • Establish a culture of operational excellence where internal and external support teams consistently execute to ensure customers receive the best possible resolutions while meeting strategic goals and KPIs.
  • Lead Level 3 customer support agents and operation specialists with subject matter expertise, equipped with the ability to deliver exceptional service for B2B/B2C, and to handle high-level and high-profile escalations professionally.
  • Collaborate with cross-functional business teams, internal and external support teams to continuously create and optimize customer-centric platforms, processes, knowledge bases and training materials.
  • Perform support-related analysis to identify customers’ pain points, provide actionable insight, improvements, and enhancements to both the service and business operations.
  • Develop and implement policies, procedures, and standards to ensure consistent and high-quality service delivery.
  • Develop crisis management, business continuity and recovery plans for B2B/B2C customer support operations to ensure SLAs are adhered to.
  • Identify areas for improvement and implement initiatives to enhance customer experience, streamline processes, and increase operational efficiency.
  • Develop and maintain customer support FAQs, SOP, training materials to empower the team and improve customer self-service capabilities.
  • Flexibility to take on additional roles and responsibilities as they develop.

Pre-Requisites :

  • At least 5-7 years of experience in developing global customer support strategy in the digital payment, credit card schemes, financial technology or banking industries
  • Strong customer-centric attitude and troubleshooting skills to address customer issues
  • Strong leadership and communication skills, with the ability to nurture and coach team member/s to achieve goals and deliver exceptional work.
  • Proven project management skills, and drive projects to successful completion.
  • Great attention to detail, efficient problem-solving skills, with the ability to think creatively, prioritize tasks, and resolve complex issues in a fast-paced environment.
  • Experience with customer support technologies and tools, ticketing systems, live chat, and social media platforms.
  • Fast learner, self-motivated and self-starter who can act on own initiative
  • Maintain high standards, drive results, and have a bias for action in a dynamic and collaborative environment
  • Highly adaptable to changing environment and requirements
  • Flexibility to work both independently and in a team environment
  • Possess outstanding multitasking skills and can work within tight deadlines
  • Constant self-improvement with regards to their domain of work

Are you game?

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About The Company

At Razer, you'll be at the forefront of the most exciting industry in the world — gaming. Evolving forms of gaming require evolving forms of hardware, software and services. That’s where Razer comes in, offering innovative top-of-the-line products and services to allow gamers to fully immerse in the ultimate gaming experience.Getting onboard Razer will place you on a global mission to bring gamers closer to the games they love. Razer is a place to do great work, offering you the opportunity to be a part of a global team across 11 countries. Whether you are a hardcore evangelist who breathe life to the latest and greatest gaming gear or a behind-the-scene hero who runs our global operations, you are assured of a career-changing quest that transcends time zones and culture with one single spell: For Gamers. By Gamers.The journey towards phenomenal-ness won’t come easy. However, we will excel because gamers rely on teamwork. We achieve greatness because we are wicked problem-solvers and tenacious in clinching victories in all that we do. It is the team that makes Razer where it is today and will continue to bring Razer to even greater heights.

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