Senior Director, Global Customer Advocacy

Join Razer, a company on a global mission to revolutionize gaming. As a Senior Director, Global Customer Advocacy, you will lead a global team to deliver best-in-class customer and technical support services to Razer's gaming community.

Job Responsibilities:

• Develop and deploy Razer's customer service strategy to build strong customer engagement and excellent customer experience and services.
• Own post-purchase experience and customer support process to deliver quick resolutions to customer-impacting issues.
• Build, develop, and lead a global team of competent technical talents and problem solvers that work independently and collaboratively with other functional groups.
• Develop and deploy global customer support case management system to deliver on defined SLAs.
• Upgrade and scale critical processes across the team to enhance customer value, maintain service levels, and continuously improve customer support services.
• Utilize data analytics on reported metrics to identify and drive improvements in customer experience, business performance, and team's productivity.
• Develop processes to capture, track, and resolve escalated support issues, and publish regular report support metrics.
• Work with internal and external stakeholders to identify technical issues and implement product enhancements.
• Build a culture of continuous improvement and develop global programs to drive continuous improvement and evolution of support offerings.
• Maintain a strong organization culture that fully embraces and perpetuates Razer's values and best practices.
• Be an outstanding role model of customer and Razer brand advocate.

Pre-Requisites:

• 10+ years' experience in global customer service, especially leading global functional teams in driving customer advocacy in consumer electronics hardware and software organizations.
• In-depth understanding of gaming technology, e-commerce, and supply chain.
• Strong project management and communication skills.
• Exceptional communication and interpersonal skills.
• Possess strong analytics skills.
• Proven track records in leading global teams.
• Excellent communication and presentation skills.
• Ability to work under pressure and manage multiple activities concurrently.
• Experience in leading and direct management of third-party outsourced vendors is highly preferred.