AI-Driven Customer Operations Leader (Global)

Razer (Asia-Pacific) Pte. Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Great place to work

Global team exposure

Job summary

Razer is seeking a strategic leader to transform our Customer Operations (Hardware) Technical Support into an AI-driven model. You will design the AI agent's workflows, train the system, and ensure seamless human-in-the-loop escalation when needed.

You will lead a regional team, drive AI performance KPIs (containment, CSAT, NPS), redefine SOPs, and partner with tech teams to fix root issues while scaling responsible AI support globally.

Qualifications

• 5+ years in contact center or customer operations management with project leadership.
• Hands-on experience deploying AI/automation in support with measurable results.
• Logic engineer mindset: translate SOPs into workflows or decision trees.
• Strong AI-driven metrics knowledge (containment, deflection, automated resolution).
• Familiarity with Excel or BI tools for data trends.
• Understanding of APIs and SQL at a conceptual level.
• Ability to collaborate with diverse global teams across regions.

Responsibilities

• Lead transformation of our Customer Operations (Hardware) Technical Support to an AI-driven model.
• Architect and train our customer-facing AI agent and ensure high-quality automated resolution.
• Oversee day-to-day AI-assisted operations and human-in-the-loop escalation paths.
• Drive core KPIs for AI agent performance (containment, CSAT, NPS) and SLAs.
• Redefine SOPs, workflows, and Knowledge Base content for AI-driven support.
• Partner with technical teams to report bugs and propose product features.
• Define roadmap for automation, sequencing use cases and managing change.
• Govern human-in-the-loop escalation and protect customer experience.

Skills

AI-driven support metrics

Prompt engineering

Team management

Cross-cultural collaboration

APIs & SQL basics

Tools

Excel

BI tools

APIs

Job description

Razer is seeking a strategic leader to transform our Customer Operations (Hardware) Technical Support into an AI-driven model. You will design the AI agent's workflows, train the system, and ensure seamless human-in-the-loop escalation when needed.

You will lead a regional team, drive AI performance KPIs (containment, CSAT, NPS), redefine SOPs, and partner with tech teams to fix root issues while scaling responsible AI support globally.