# Technical Lead **Company**: Razer **Location**: Singapore **Work arrangement**: onsite **Experience**: mid **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://razer.wd3.myworkdayjobs.com/en-US/Careers/job/Singapore/Technical-Lead_JR2026007467?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_48ec04b5-1f4 ## Description Joining Razer will place you on a global mission to revolutionize the way the world games. As a Technical Lead, 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 serving 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. Responsibilities: - 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 - 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 - Create, maintain, and quality-assure knowledge articles and process announcements in line with established formats and standards - 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 - Act as the primary POC for software product escalations and own open tickets to resolution As the team's AI Champion, you will lead the identification, piloting, and embedding of AI and automation tools across the Customer Advocacy function. This includes process automation, data analysis and insights, internal AI assistant development, AI-augmented communications, tooling evaluation and governance, team enablement, and continuous improvement roadmap. 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 - Demonstrated experience leading and managing contact centre partners, including performance reviews, escalation management, and SLA governance - Track record of leading or contributing to cross-functional projects that improved operational processes or customer experience outcomes - Hands-on experience with CRM platforms, case management systems, and knowledge base tools - Exposure to AI tools or automation platforms applied in a business or operations context is a strong advantage Skills & Competencies: - Strong analytical capability - Excellent written and verbal communication skills - Sound judgment on policy application, warranty decisions, and escalation handling - Self-directed and proactive - Ability to collaborate across cultures and functions - Curious mindset toward technology Education: - Recognised Bachelor's Degree in a relevant field of study, such as Business, Business Administration, or Management, Information Technology, Computer Science, or Engineering, Communications, or related discipline applicable ## Skills ### Required - Analytical skills - Communication skills - Leadership skills - Project management skills - Problem-solving skills - AI and automation tools - CRM platforms - Case management systems - Knowledge base tools --- Source: [Apply at razer.wd3.myworkdayjobs.com](https://razer.wd3.myworkdayjobs.com/en-US/Careers/job/Singapore/Technical-Lead_JR2026007467?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)