Senior Director, Global Customer Advocacy (Gaming)

Location: Singapore (Onsite)

Company

Razer is a global leader in gaming hardware and software, dedicated to revolutionizing the gaming experience for users worldwide.

What you will do

• Lead a global team of technical talents to deliver high-quality customer and technical support services.
• Develop and deploy Razer's global customer service strategy to drive engagement and excellence.
• Oversee worldwide Call and Repair Center operations, ensuring fulfillment of SLAs and positive NPS.
• Utilize data analytics to identify and implement improvements in business performance and team productivity.
• Establish and maintain systems to track, document, and resolve escalated support issues.
• Collaborate with internal and external stakeholders to drive product enhancements based on customer feedback.

Requirements

• 10+ years of experience in global customer service, specifically within consumer electronics hardware and software.
• In-depth knowledge of gaming technology, e-commerce, and supply chain operations.
• Proven track record of leading and mentoring large, cross-cultural global teams.
• Strong analytical skills with the ability to use data to drive performance decisions.
• Exceptional communication, presentation, and project management skills.
• Must be located in or able to work from Singapore.

Nice to have

• Experience in leading and directly managing third-party outsourced vendors.

Culture & Benefits

• Opportunity to work in a gamer-centric environment with a global impact.
• Accelerated professional and personal growth within a high-growth company.
• Inclusive and respectful workplace culture committed to equal opportunity.
• Collaborative environment working across teams on 5 different continents.