Customer Operations Lead (Services)

Location: Singapore

Company

Razer is a global gaming company operating across five continents and developing gamer-focused products and services.

What you will do

• Drive operational excellence and transformation for the Razer Gold & Silver customer support function across global markets.
• Collaborate with contact center management to improve NPS, SLAs, and other customer experience KPIs.
• Lead projects from planning and implementation through UAT, deployment, and user training.
• Partner with IT, product, and technology teams to assess requirements, test, and deploy AI-driven solutions.
• Optimize workflows, processes, and SLAs while analyzing operational data and customer feedback to identify improvement opportunities.
• Coordinate cross-functional stakeholders, resolve operational challenges, and respond to escalations outside office hours when required.

Requirements

• Diploma or degree in Operations, IT, or a related discipline.
• At least 5 years of experience in operations, project management, or contact center environments; FinTech or digital industry experience is advantageous.
• Strong understanding of contact center operations, process improvement, project management, workflow optimization, and stakeholder coordination.
• Good knowledge of AI, Generative AI, automation, and practical business applications.
• Strong analytical, critical-thinking, and problem-solving skills.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Fluency in English and Mandarin is required.
• Ability to manage multiple priorities in a fast-paced environment; self-driven, resourceful, and adaptable.

Nice to have

• Experience implementing AI solutions or integrating systems.
• Experience with Power BI and Oracle.
• Familiarity with Razer Gold & Silver or other digital wallet ecosystems.
• Experience managing relationships with third-party outsourced vendors.
• Additional local languages.

Culture & Benefits

• Full-time position based in Singapore.
• Opportunity to work across a global team located across five continents.
• Inclusive and respectful workplace with equal opportunity and reasonable accommodations where needed.
• Availability for operational escalations during and, when required, outside office hours.