Customer Service and Merchant Support Specialist

Job description

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally. Job Responsibilities : Game Customer Support Lead Customer Support Lead The Customer Support Lead will define and execute the support framework for mobile game publishing, delivering scalable, high-quality experiences tailored to player needs across Southeast Asia and emerging markets. This role oversees FAQ development, CS flow design, omnichannel infrastructure, VIP programs, and regional operations. Key Responsibilities Design automated support flows and escalation processes for mobile game operations. Develop and maintain FAQs, help center content, and in-game support libraries to enable player self-service. Implement omnichannel communication strategies across email, live chat, social media, Discord, and in-game channels. Launch and manage VIP support programs and community engagement initiatives. Align CS readiness with game launches, updates, and live events in collaboration with publishing and operations teams. Monitor player feedback, analyze ticket trends, and provide insights to improve game UX and operations. Select and manage CS platforms (e.g., Zendesk, Helpshift) and oversee vendor/outsourced agents. Track KPIs and SLAs to ensure timely, high-quality resolutions. Create SOPs, onboarding guides, and training materials for internal and external teams. Drive continuous improvements in efficiency and player satisfaction. Preferred Qualifications 3–5 years in mobile gaming or digital entertainment support, ideally with publishing or live ops experience. Strong understanding of player behavior and service expectations across diverse markets. Hands-on experience with omnichannel support and CS platforms (Zendesk, Helpshift). Proven ability to build FAQs, SOPs, and knowledge bases. Experience managing VIP or loyalty programs for high-value players. Excellent communication and stakeholder management skills. Analytical, detail-oriented, and data-driven decision-making. Adaptable to fast-paced, dynamic environments; proactive and self-motivated. Fluency in English; proficiency in a SEA language is a plus. Location: Singapore Pre-Requisites : Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best. Are you game?