Technical Lead

About the role

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 pivotal role within Razer's Customer Advocacy department, supporting the operational excellence of our Hardware Technical Support function. This role combines hands-on contact centre management, cross-functional project leadership, regional vendor governance, and critically, serves as the team's AI Champion, spearheading the adoption of AI and automation tools to elevate how the team works and how customers are served. You will work closely with our contact centre partners, internal product and engineering teams, repair operations, and regional stakeholders to deliver first-class post-purchase support experiences across APAC and beyond. This position will also be expected to assess training needs, create training materials and provide knowledge transfers across our contact center partners. Our growth requires leaders who act swiftly, embody an entrepreneurial mindset, and demonstrate the ability to analyse and resolve complex problems while actively shaping the future of intelligent customer support. Customer Operations Management Point of contact for team members as a resource on all technical troubleshooting issues Drive KPI achievement across NPS, SLA, and AHT in partnership with our contact centre teams Own new product launch monitoring, daily case reporting, and monthly email audits Escalation & Customer Advocacy Own last-level escalations assigned by management, including direct customer communication when required Handle safety-sensitive incidents end-to-end and manage warranty exceptions, refunds, and replacement decisions Prepare social media responses and legally careful communications for consumer/regulatory escalations Knowledge & Process Documentation Create, maintain, and quality-assure knowledge articles and process announcements in line with established formats and standards Vendor & Partner Management Serve as the primary liaison for our contact centre partners, manage performance reviews, and lead corrective action follow-ups Oversee training readiness for product launches and monitor cascade completion across partner sites Software Escalation Support Act as the primary POC for software product escalations and own open tickets to resolution AI Champion - Innovation & Automation This is a defining and integral part of the role. The Customer Operations Lead will serve as the team's dedicated AI Champion , leading the identification, piloting, and embedding of AI and automation tools across the Customer Advocacy function. This is not a peripheral responsibility. It is central to how the team will scale quality and efficiency. Responsibilities in this area include, but are not limited to: Process automation: Identify repetitive, rule-based tasks (e.g. case tracker exports, status comparisons, article formatting, audit pre-reviews) and design or implement AI-assisted automation workflows to reduce manual effort and human error Data analysis & insights: Use AI tools to analyse NPS data, contact driver trends, case distributions, and monthly reports, surfacing actionable insights faster than traditional manual methods Internal AI assistant development: Lead the design and deployment of an internal AI assistant or AI-augmented knowledge tool that helps agents retrieve article content, draft responses, check policy compliance, and prepare escalation summaries, reducing handle time and improving consistency AI-augmented communications: Champion the use of AI drafting tools to support agents in crafting accurate, tone-appropriate customer-facing emails, particularly for complex, sensitive, or high-volume response types Tooling evaluation & governance: Evaluate emerging AI tools and platforms relevant to customer support operations; establish usage guidelines, quality checks, and human-in-the-loop review processes to ensure responsible deployment Team enablement: Train and upskill the operations team on AI tools adopted by the team; create playbooks and best-practice guides to drive adoption Continuous improvement roadmap: Maintain a structured pipeline of AI/automation improvement opportunities, prioritised by operational impact and feasibility, and present progress updates on a monthly cadence Pre-Requisites : 2-4 years of experience in a customer operations lead role or equivalent, ideally within the service or consumer electronics industry Experience includes direct customer-facing responsibilities. The incumbent is expected to serve customers in person when required Demonstrated experience leading and managing our contact centre pa