Associate Manager, Customer Support & Operations (Game Services)

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 :

We are seeking an experienced Gaming Mobile Operations & Player Support Manager to lead and optimize our global B2B/B2C customer and player support strategy. This role requires a passionate and community-driven leader who can manage high-level escalations, engage with the player community, and continuously enhance support operations. The ideal candidate will have a strong background in mobile gaming, community management, and player engagement, along with exceptional leadership, analytical, and problem-solving skills.Essential Duties and Responsibilities:

• Strategic Player Support Leadership: Develop and optimize the overall B2B/B2C customer and player support strategy to ensure a high-quality gaming experience at both global and regional levels.

• Operational Excellence: Foster a culture where internal and external support teams consistently deliver high-quality resolutions while achieving strategic goals and KPIs.

• Team Management: Lead Level 3 customer support agents, player experience specialists, and community managers to ensure they are well-equipped to handle high-profile escalations professionally and effectively.

• Community Engagement & Player Advocacy: Work closely with the community management team to monitor player sentiment, address concerns, and create initiatives to improve player satisfaction and engagement.

• Cross-functional Collaboration: Collaborate with internal teams, including game developers, marketing, and live operations, to enhance player-centric support platforms, processes, knowledge bases, and training materials.

• Data-driven Decision Making: Perform support-related analyses to identify player pain points, provide actionable insights, and drive service and game operation improvements.

• Process Standardization: Develop and implement policies, procedures, and standards to ensure consistent and high-quality service delivery across all player interactions.

• Crisis & SLA Management: Develop crisis management, business continuity, and recovery plans to ensure service-level agreements (SLAs) are met for B2B/B2C customer and player support operations.

• Operational Efficiency: Identify areas for improvement and implement initiatives to enhance player experience, streamline workflows, and increase operational efficiency.

• Community & Social Media Monitoring: Oversee player communication channels, including forums, social media, and Discord, to ensure timely responses to player inquiries and feedback.

• Knowledge Management: Develop and maintain customer and player support FAQs, SOPs, and training materials to empower support teams and enhance player self-service capabilities.

• Live Operations & Player Events: Support live event management by assisting players with event-related inquiries, troubleshooting, and engagement initiatives.

• Adaptability: Take on additional roles and responsibilities as they develop based on business needs.

Qualifications & Requirements:

• Experience: 5-7 years of experience in global customer and player support strategy within the gaming industry, preferably in mobile gaming or live-service games.

• Player-Centric Mindset: Strong problem-solving and troubleshooting skills to address player concerns efficiently.

• Leadership & Communication: Excellent leadership and communication abilities to coach team members and drive exceptional performance.

• Project Management: Proven ability to manage player-focused initiatives from inception to completion.

• Community Management Experience: Familiarity with player engagement strategies, social media platforms, and gaming communities.

• Tech Proficiency: Experience with customer support technologies and tools, including ticketing systems, live chat, Discord moderation, and social media engagement tools.

• Self-Motivation: A proactive and results-driven mindset, with the ability to work independently and within a team.

• Adaptability: Ability to thrive in a dynamic and evolving environment with changing priorities.

• Multitasking Skills: Capable of handling multiple tasks within tight deadlines while maintaining high standards.

• Continuous Improvement: Commitment to ongoing self-improvement and staying updated with industry trends.

Preferred Qualifications:

• Experience in mobile gaming operations or live service games.

• Strong understanding of player behavior, community management, and engagement strategies.

• Experience working with multilingual support teams across different time zones.

• Knowledge of CRM systems and automation tools for optimizing player support processes.

Why Join Us?

• Opportunity to shape the player experience strategy in a leading gaming company.

• Work in a dynamic, fast-paced industry with cutting-edge technology.

• Collaborate with talented professionals passionate about gaming and player engagement.

• Competitive salary, benefits, and career growth opportunities.
   

If you are passionate about gaming, community engagement, and player support operations, and have the expertise to lead a high-performing support team, we encourage you to apply!

How to Apply: Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this role.

Pre-Requisites :

Are you game?