Lead, AI Customer Experience (Customer Support)

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?