# Senior Director, Global Customer Advocacy

**Company**: Razer
**Location**: Singapore
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://razer.wd3.myworkdayjobs.com/en-US/Careers/job/Singapore/Senior-Director--Global-Customer-Advocacy_JR2025006669?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9b3a848c-b9a

## Description

Joining Razer will place you on a global mission to revolutionize the way the world games. As the Senior Director, Global Customer Advocacy, you will lead a global team to deliver Razer's best-in-class customer and technical support services to our global gaming community.

Reporting to VP, Global Customer Experience, you will be part of Razer's global leadership team and responsible for WW Call and Repair Center operational excellence and excellent customer experience. This role is located in Singapore but oversees functional leads located in US, Europe and Asia-Pacific.

Your key responsibilities will include:

- Developing and deploying Razer's customer service strategy to build strong customer engagement and excellent customer experience and services.

- Owning post-purchase experience and customer support process to deliver quick resolutions to customer-impacting issues.

- Building, developing and leading a global team of competent technical talents and problem solvers that work independently and collaboratively with other functional groups.

- Developing and deploying global customer support case management system to deliver on defined SLAs.

- Upgrading and scaling critical processes across team to enhance customer value. Maintain service levels and continuously improve customer support services.

- Utilizing data analytics on reported metrics to identify and drive improvements in customer experience, business performance and team's productivity.

- Developing processes to capture, track and resolve escalated support issues. Track and publish regular report support metrics, ie. 1st response time, customer satisfaction, issue resolution time and etc.

- Working with both internal and external stakeholders to identify technical issues and implement product enhancements. Create and maintain system to document and communicate appropriate actions and responses.

- Building culture of continuous improvement. Developing and leading global programs to drive continuous improvement and evolution of support offerings. Implement systems & processes to enable scale-up and proliferation of support excellence.

- Maintaining a strong organization culture that fully embrace and perpetuate Razer's values and best practices.

- Being an outstanding role model of customer and Razer brand advocate. Lead by example to demonstrate Razer's commitment and vision as a customer-centric company which put customers front and center.

## Skills

### Required
- customer service
- global team management
- technical support
- data analytics
- project management
- communication

---

Source: [Apply at razer.wd3.myworkdayjobs.com](https://razer.wd3.myworkdayjobs.com/en-US/Careers/job/Singapore/Senior-Director--Global-Customer-Advocacy_JR2025006669?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)