Technical Lead (AI)

TL;DR

Technical Lead (AI): Managing hardware technical support operations and spearheading AI-driven automation initiatives with an accent on vendor governance, escalation handling, and process optimization. Focus on designing and deploying AI-augmented tools to enhance customer advocacy, improve agent efficiency, and scale support quality.

Location: Singapore

Company

A global leader in gaming hardware and lifestyle products, dedicated to revolutionizing the gaming experience through innovation and high-performance technology.

What you will do

• Lead the identification, piloting, and implementation of AI and automation tools to streamline customer support workflows.
• Manage regional contact centre partners, ensuring KPI achievement across NPS, SLA, and AHT.
• Oversee last-level escalations, safety-sensitive incidents, and warranty exceptions.
• Develop and maintain knowledge base articles and training materials for global support teams.
• Analyze operational data and trends to surface actionable insights for continuous improvement.
• Act as the primary point of contact for software product escalations and technical troubleshooting.

Requirements

• 2-4 years of experience in a customer operations lead role or equivalent.
• Demonstrated experience leading and managing contact centre partners.
• Hands-on experience with CRM platforms and case management systems.
• Strong analytical capability with the ability to translate data into operational recommendations.
• Excellent written and verbal communication skills for customer-facing and internal content.
• Must be based in Singapore or able to work onsite as required.

Nice to have

• Experience with Oracle or Zoom support tools.
• Exposure to AI tools like ChatGPT, Copilot, Claude, or Power Automate in a business context.
• Background in the consumer electronics or service industry.

Culture & Benefits

• Opportunity to work at a globally recognized gaming brand.
• Exposure to a diverse, international team spanning 5 continents.
• Focus on professional growth and an accelerated career path.
• Inclusive and gamer-centric workplace culture.