Senior Product Operations (Mobile Game Customer Support)

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 :

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?