Senior Director, Global Customer Advocacy

About the role

Razer is seeking a Senior Director to lead its Global Customer Advocacy function. Based in Singapore, you will oversee worldwide call and repair center operations, driving excellence in customer experience for the gaming community.

Key responsibilities

• Develop and execute a global customer service strategy that enhances engagement and satisfaction.
• Own the post‑purchase experience, ensuring rapid resolution of customer‑impacting issues.
• Build, develop and lead a high‑performing, geographically dispersed technical support team.
• Implement and scale a global case‑management system to meet defined SLAs.
• Use data analytics to monitor metrics such as NPS, first‑response time, and resolution time, and drive continuous improvement.
• Collaborate with internal and external stakeholders to identify technical issues and influence product enhancements.
• Establish processes for escalated support cases and publish regular performance reports.
• Foster a culture of continuous improvement and uphold Razer’s brand values.

Required profile

• 10+ years of experience in global customer service, preferably in consumer electronics hardware.
• Proven track record leading large, cross‑regional functional teams.
• Strong analytical mindset with ability to translate metrics into actionable improvements.
• Excellent communication and stakeholder management skills.

Required skills