You'll be at the forefront of the most exciting industry in the world—video games, bringing gamers closer to the games they love.

Global exposure

You get to enjoy working in an environment that values transparency and collaborative effort.

Transparency

With fifteen offices and three R&D labs worldwide, be part of a global team that transcends time zones and geographical boundaries.

Career advancement

Razer Inc.

Razer™ is the world’s leading lifestyle brand for gamers.&nbsp;
The triple-headed snake trademark of Razer is one of the most recognized logos in the global gaming and esports communities. With a fan base that spans every continent, the company has designed and built the world’s largest gamer-focused ecosystem of hardware, software and services.
Founded in 2005, Razer is dual headquartered in Irvine (California) and Singapore with regional headquarters in Hamburg and Shanghai. Razer has 19 offices worldwide and is recognized as the leading brand for gamers in the USA, Europe and China.
Source: <a href="https://www.razer.com/ap-en/about-razer" target="_self">razer.com</a>

Who We Are

Razer is a company made up of gamers. We excel because gamers rely on teamwork, are wicked problem-solvers and tenacious about reaching their goals, whether it’s beating a raid boss or launching a product. So if you’ve always been up for a real challenge, this is your chance—join us now.
Source: <a href="https://careers.razer.com/?_gl=1*s2nsil*_gcl_au*MTkyMjM5Njk1MS4xNzE4OTYxMDM3*_ga*NzIxNDkxMTYwLjE3MTg5NjEwMzQ.*_ga_3TRK53PM75*MTcxODk2MTAzMi4xLjEuMTcxODk2MTM1Ny41OS4wLjA.&_ga=2.55191725.788375241.1718961037-721491160.1718961034&__cf_chl_tk=qPTvHargKEyMBYcG1FcpGMOE_0jTt7w53llayc21CNk-1718961358-0.0.1.1-8063" target="_self">razer.com</a>

Our Values

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.<h2>Job Responsibilities :</h2>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<ul><li>Develop and optimize the overall B2B/B2C customer support strategy according to changing business needs on a global and regional levels.</li><li>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.</li><li>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.</li><li>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.</li><li>Perform support-related analysis to identify customers’ pain points, provide actionable insight, improvements, and enhancements to both the service and business operations.</li><li>Develop and implement policies, procedures, and standards to ensure consistent and high-quality service delivery.</li><li>Develop crisis management, business continuity and recovery plans for B2B/B2C customer support operations to ensure SLAs are adhered to.</li><li>Identify areas for improvement and implement initiatives to enhance customer experience, streamline processes, and increase operational efficiency.</li><li>Develop and maintain customer support FAQs, SOP, training materials to empower the team and improve customer self-service capabilities.</li><li>Flexibility to take on additional roles and responsibilities as they develop.</li></ul><h2>Pre-Requisites :</h2><ul><li>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</li><li>Strong customer-centric attitude and troubleshooting skills to address customer issues</li><li>Strong leadership and communication skills, with the ability to nurture and coach team member/s to achieve goals and deliver exceptional work.</li><li>Proven project management skills, and drive projects to successful completion.</li><li>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.</li><li>Experience with customer support technologies and tools, ticketing systems, live chat, and social media platforms.</li><li>Fast learner, self-motivated and self-starter who can act on own initiative</li><li>Maintain high standards, drive results, and have a bias for action in a dynamic and collaborative environment</li><li>Highly adaptable to changing environment and requirements</li><li>Flexibility to work both independently and in a team environment</li><li>Possess outstanding multitasking skills and can work within tight deadlines</li><li>Constant self-improvement with regards to their domain of work</li></ul>Are you game?

This job is for a Manager of Customer Support &amp; Operations in the gaming industry at Razer. You might like this job because you&#x27;ll develop global customer support strategies in a gamer-centric environment, leading a team to enhance operational efficiency and customer experience.

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...

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