Senior Product Operations (Mobile Game Customer Support)

2 Months ago • 5 Years + • Product

Job Summary

Job Description

This Senior Product Operations role at Razer involves leading and optimizing global B2B/B2C customer and player support for mobile games. Responsibilities include designing support flows, building help content, establishing omnichannel communication, managing VIP programs, coordinating with various teams for game launches, monitoring player feedback, evaluating CS tools, ensuring timely resolution, developing support SOPs, and improving customer satisfaction. The role requires a passion for gaming, community management skills, and leadership abilities to enhance the player experience.
Must have:
  • 5+ years of experience in mobile gaming customer support.
  • Strong understanding of mobile game communities and player behavior.
  • Experience setting up omnichannel support using CS platforms.
  • Proven ability to create and manage FAQ content and knowledge base.
  • Excellent communication and stakeholder management skills.
  • Detail-oriented, analytical, and data-driven decision-making.
  • Adaptable and comfortable in a fast-paced environment.

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 :

We are seeking an experienced Gaming Mobile Operations & Player Support Manager to lead and optimize our global B2B/B2C customer and player support strategy. This role requires a passionate and community-driven leader who can manage high-level escalations, engage with the player community, and continuously enhance support operations. The ideal candidate will have a strong background in mobile gaming, community management, and player engagement, along with exceptional leadership, analytical, and problem-solving skills.

Responsibilities

  • Design and implement customer support flows using automation system and escalation processes tailored for mobile game operations.
  • Build and maintain comprehensive FAQ, help center content, and in-game support libraries to enhance player self-service.
  • Establish omnichannel communication strategy across email, live chat, social media, Discord, and in-game channels.
  • Support setup and management of VIP support programs and player engagement initiatives.
  • Coordinate with publishing and operations teams to align CS readiness for game launches, updates, and live events.
  • Monitor player feedback, analyze support ticket trends, and provide insight to improve game UX and operational processes.
  • Evaluate, select, and work with CS tools/platforms (e.g., Zendesk, Helpshift) and manage vendor/outsourced agents as needed.
  • Ensure high-quality and timely player resolution while tracking CS KPIs and SLAs.
  • Develop and maintain support SOPs, onboarding guides, and training materials for internal and external teams.
  • Continuously improve support efficiency and customer satisfaction with a player-first mindset.

Pre-Requisites :

Play a key role in shaping and executing the customer support framework for mobile game publishing. This role focuses on building scalable, high-quality support experiences tailored to player needs across Southeast Asia and other emerging markets. The individual will be responsible for preparing FAQ resources, setting up CS flows, establishing omnichannel support infrastructure, and launching VIP and community support programs.

This role requires strong cross-functional collaboration with product, operations, and marketing, and tech teams, and deep empathy for gamers and player communities.

Pre-Requisites :

  • 5+ years of experience in mobile gaming or digital entertainment customer support, preferably with publishing or live ops exposure.
  • Strong understanding of mobile game communities, player behaviour, and service expectations across different markets.
  • Experience setting up omnichannel support (email, chat, social, Discord, in-game) and using CS platforms like Zendesk.
  • Proven ability to create and manage FAQ/help content, SOPs, and CS knowledge base.
  • Experience launching and managing VIP or loyalty programs for high-value players.
  • Excellent communication and stakeholder management skills across internal and external teams.
  • Detail-oriented, analytical, and comfortable making decisions based on data and player feedback.
  • Adaptable and comfortable working in a fast-paced, dynamic mobile game publishing environment.
  • Self-starter with strong ownership, problem-solving, and prioritization skills.

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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