Senior Director, Global Customer Advocacy (Gaming)

Location: Singapore

Company

Razer develops gaming hardware and software and operates a global, gamer-focused business across five continents.

What you will do

• Lead global customer and technical support operations for Razer’s gaming community, including worldwide call and repair center performance.
• Develop and execute customer service, customer advocacy, and post-purchase support strategies.
• Build, develop, and lead a global team of technical support professionals and functional leads across the US, Europe, and Asia-Pacific.
• Design and scale global customer support case management systems, service processes, and SLA execution.
• Use customer, service, and operational analytics to improve satisfaction, productivity, resolution times, and business performance.
• Partner with internal teams and external stakeholders to resolve technical issues, improve products, and drive continuous improvement programs.

Requirements

• 10+ years of experience in global customer service, including leadership of global functional teams in consumer electronics hardware and software organizations.
• In-depth understanding of gaming technology, e-commerce, and supply chain operations.
• Strong project management, communication, presentation, analytics, and problem-solving skills.
• Demonstrated ability to lead, mentor, and collaborate with global teams across multiple cultures.
• Ability to work under pressure, manage multiple activities concurrently, and translate service-level requirements into budget needs.

Nice to have

• Experience directly managing third-party outsourced vendors.

Culture & Benefits

• Work within a global team distributed across five continents.
• Customer-centric, gamer-focused working environment.
• Commitment to an inclusive, respectful, and fair workplace.
• Reasonable accommodations are provided where needed, including for disability or religious practices.