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, ensuring best‑in‑class support for the gaming community across five continents.

Key responsibilities

• Develop and execute a global customer service strategy that drives engagement, satisfaction, and net promoter scores.
• Own the post‑purchase experience, delivering rapid resolutions and meeting service level agreements.
• Build, mentor, and lead a distributed team of technical talent in the US, Europe, and APAC.
• Implement and scale a global case‑management system to meet defined SLAs.
• Use data analytics to monitor metrics such as first response time, resolution time, and customer satisfaction, and drive continuous improvement.
• Collaborate with internal and external stakeholders to identify technical issues and influence product enhancements.
• 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 and software.
• Proven track record leading large, geographically dispersed teams.
• Strong analytical mindset with ability to translate metrics into actionable improvements.
• Excellent communication and stakeholder management skills.

Required skills