Manager, Customer Support & Operations (B2C)

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?