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 :
We are seeking a Lead for AI Customer Experience to define, drive, and scale our AI strategy across Customer Support. This role will oversee the design of long-term AI capabilities, deploy customer-facing AI agents, enhance agent-assist performance, and embed AI throughout the support ecosystem.
You will own the AI roadmap for Support, partner closely with Support Operations and ensure AI becomes a core pillar in how we deliver fast, accurate, and globally scalable customer experiences.
This is a strategic and high-impact role for someone who understands AI, customer journeys, and operational efficiency. You will directly shape how millions of customers experience Razer's service and support -- making AI a differentiator in speed, quality, accuracy, and consistency.
Key Responsibilities
Strategic AI Leadership
Define the AI vision and roadmap for Customer Support
Identify automation opportunities across support journeys (hardware, software, RMA, troubleshooting)
Build business cases for AI initiatives (ROI, cost avoidance, CX improvements)
Establish standards for AI quality, safety, governance, and brand tone
Drive cross-functional alignment with Support Ops, Product, Engineering, Data, and Marketing
Customer-Facing AI Agent
Own the end-to-end design, performance, and experience of the Support AI Agent across web, app, chat, and service channels
Improve containment, resolution, accuracy, context-awareness, and response consistency
Architect AI troubleshooting flows for hardware and software support paths
Integrate AI with backend systems (CRM, ticketing, warranty, orders, knowledge base)
Ensure AI responses meet global brand tone, quality, and safety standards
Agent Assist AI -- Internal Productivity
Lead deployment and continuous enhancement of internal AI tools for support agents
Improve FCR, AHT, agent efficiency, and coaching through AI-driven workflows
Design workflows that include AI summaries, suggested replies, knowledge retrieval, and error detection
Build structured feedback loops with Support teams to improve AI outputs
Data / Measurement / Optimization
Create and own an AI analytics framework including:
Intent accuracy
Retrieval accuracy
AI containment
AI resolution
Hallucination/error rate
Escalation quality
Agent-assist impact (AHT, productivity, adoption)
Partner with BigData teams to build dashboards and monitoring systems
Run A/B tests to validate improvements
Set quarterly performance targets and track progress toward KPIs
Cross-Functional Leadership & Execution
Serve as the bridge between Support, Engineering, Product, and Data teams
Work with Engineering on model integrations, API connections, and tooling improvements
Partner with Support leadership on training, workflows, and AI-assisted operational processes
Ensure alignment across global regions and support teams
AI Governance, Safety & Brand Quality
Establish safety guardrails to prevent hallucinations or incorrect instructions
Ensure compliance with GDPR, PDPA, and global privacy requirements
Maintain documentation, playbooks, workflows, and guidelines for AI usage
Monitor model drift, performance stability, and continuous learning pathways
Pre-Requisites :
Experience
8+ years in Customer Experience, Customer Support, AI Product, or Digital Transformation
3+ years working with LLMs, conversational AI, or automation platforms
Proven leadership across multiple regions and cross-functional teams
Strong understanding of support workflows, troubleshooting journeys, and service operations
Demonstrated ability to translate data insights into actionable decisions
Technical Skills
Familiarity with modern AI platforms and tooling
Understanding of LLM behavior, including:
Prompt engineering
Intent classification
Retrieval-Augmented Generation (RAG)
Context-awareness
Model evaluation and tuning
Comfortable working with Engineering and reading technical specifications
Strong analytics capability (GA4,, PowerBI, Tableau)
Soft Skills
Strategic thinker with strong leadership presence
Excellent communication and stakeholder management
Strong problem-solving and decision-making abilities
Customer-first mindset with emphasis on quality
Able to drive alignment across diverse teams and regions
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?

Skills Required