Manager, Customer Advocacy

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 a proactive and detail-oriented Customer Advocacy to lead and optimize our customer support function for Razer's game publishing operations and service in Thailand. This role is crucial to ensuring excellent customer service standards, improving support processes, and maintaining a strong relationship with customers. The ideal candidate will possess strong leadership, analytical, and communication skills, and be capable of working closely with regional teams.Essential Duties and ResponsibilitiesOversee day-to-day operations of the Customer Support (CS) team and manage player case handling with efficiency and care.Monitor and track player inquiries, complaints, and issues across platforms; ensure timely resolution in line with service standards.Create and maintain clear reporting systems to provide regular performance, issue trend, and volume reports to stakeholders.Define and implement CS workflows, escalation paths, and Standard Operating Procedures (SOPs) based on each game's unique needs.Provide coaching, feedback, and performance evaluations to support staff, nurturing a growth-oriented, high-performing team culture.Collaborate cross-functionally with Product, Operations, and Regional teams to align CS strategy with product goals.Set and update Scope of Work (SOW) for game-specific customer support and ensure its successful implementation.Pre-Requisites :Bachelor’s degree in a relevant field such as Business Administration, Communication, IT, or related disciplines.5–8 years of experience in customer support, community management, or service operations, with at least 2 years in a supervisory or managerial role.Strong command of both Thai and English, with the ability to communicate effectively with internal and regional teams.Excellent organizational, analytical, and reporting skills — capable of turning data into actionable insights.Demonstrated ability to mentor, lead, and grow a team.Solid understanding of live game operations and community expectations.Experience in writing or managing SOPs, support workflows, and SOWs.Familiarity with customer support tools such as Zendesk, Freshdesk, or similar platforms is a plus.Are you game?