Customer Operations Lead

2 weeks ago

Queenstown, Singapore Razer Full time $90,000 - $120,000 per year

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 :

You will play a critical role within Razer's Customer Advocacy team, supporting the operational excellence of our Razer Gold & Silver customer support function. This role works closely with internal teams and outsourced partners to streamline support workflows, execute customer experience initiatives, and ensure high-quality service delivery across global markets. Ideal for someone with strong operational discipline, project coordination experience and a passion for digital service excellence in the fintech or payments space.

Job Responsibilities

  • Collaborate with the contact center management team to drive achievement of key customer experience metrics, including Net Promoter Score (NPS), Service Level Agreements (SLAs), and other performance KPIs.
  • Coordinate and manage project rollouts—including planning, stakeholder alignment, UAT participation, risk tracking and go-live readiness—to support enhancements in the customer journey.
  • Conduct training sessions for new product launches, campaigns and support process updates to ensure outsourced teams are fully equipped to handle Razer Gold & Silver customer interactions.
  • Support the execution of Customer Experience (CX) initiatives aimed at improving service delivery, efficiency and customer satisfaction.
  • Analyze contact drivers, user feedback and detractor responses to identify pain points and execute actionable improvements.
  • Collaborate with cross-functional teams to align and improve end-to-end support processes and escalation handling.
  • Manage escalations from outsourced contact centers, working closely with stakeholders to ensure timely and effective resolution of complex or high-impact issues.
  • Maintain detailed and up-to-date documentation including SOPs, training materials and project trackers.
  • Leverage operational data and dashboards to monitor vendor performance, identify trends, and drive data-informed decisions.
Pre-Requisites :
  • 5+ years of experience in customer support operations, project coordination, or contact center environments—experience in digital payments, fintech, or gaming services is a strong advantage.
  • Proven track record in supporting and delivering cross-functional projects, with clear ownership of deliverables and outcomes.
  • Strong analytical and problem-solving abilities; capable of identifying trends and proposing process or service improvements.
  • Fluency in English and Mandarin (spoken and written); additional regional language proficiency is a plus.
  • Proficiency in Microsoft Excel and PowerPoint; experience with CRM platforms (e.g., Oracle) and reporting tools (e.g., Power BI) is preferred.
  • Excellent organizational and time management skills, with the ability to manage multiple priorities effectively.
  • Strong interpersonal and communication skills, with the ability to collaborate across teams and regions.
  • Proactive, adaptable, and driven to improve customer experience through operational excellence.
  • Familiarity with Razer Gold & Silver or other digital wallet ecosystems is a plus. Previous involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this role

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