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Find tutorial for your browser below :
  1. Make sure the webpage is open.
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  3. Make sure the Enable JavaScript checkbox is selected.
  4. Click Websites.
  5. On the left, click Content Blockers.
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  2. Click. then Settings.
  3. Click Privacy and Security.
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  5. Click JavaScript.
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Visit Site here
  1. Go to Settings.
  2. Click Advanced in the left sidebar, and click Privacy & security.
  3. Under Privacy and security, click Site settings.
  4. Click JavaScript.
  5. At the top, turn on or off Allowed (recommended).
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Jobs or company...

Associate Manager, Customer Support & Operations (Game Services)

Salary undisclosed
Checking job availability...
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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?