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 :

As a key member of our Customer Advocacy department, you'll lead the projects and process redesign that move our Customer Operations (Hardware) team from a human-driven to an AI-driven support model. At the heart of the role, you'll own our customer service knowledge base — the single most important input to our customer-facing AI agent — using your judgment to structure, redesign, and safeguard it so that both our AI and our technical support team can resolve customer issues quickly and accurately. Just as importantly, you'll own the human oversight that keeps the AI accurate, safe, and improving: deciding what it should handle, validating what it tells customers, and closing the gaps it cannot resolve on its own.

Job Responsibilities

• Own AI-enablement projects end to end — making the judgment calls on scope, sequencing, and trade-offs, and keeping the relevant teams aligned along the way

• Decide which support processes to automate, augment, or keep human-led — weighing risk, customer impact, and the edge cases the AI cannot yet reliably handle

• Redesign and reimagine support processes and SOPs for an AI-driven model — using judgment to rethink how the work should be done, then codifying it for both the AI agent and human specialists to follow

• Investigate novel, ambiguous, or high-stakes issues that are not yet documented — determining the right resolution and turning it into new SOPs the AI can then follow

• Own accountability for the accuracy and trustworthiness of the knowledge that powers the AI — setting the quality bar, and reviewing, validating, and signing off on content before the AI relies on it with customers

• Design the knowledge architecture and content standards the AI depends on — deciding how information should be structured and where AI-generated drafts need human correction

• Review escalated and AI-handoff cases to diagnose where the AI fell short, decide what must change across content, process, or policy, and close the gap — the human-in-the-loop that continuously improves the system

• Set the guardrails and governance for what the AI should and should not answer, and when it must escalate to a human — protecting the customer experience and brand

• Use AI and data tools to quickly spot gaps and draft content, then apply human judgment to decide what matters most and to review and approve what actually gets published

• Act as the human point of contact for the global technical support operations team, keeping projects on track and accountable to budget, timeline, and quality

Pre-Requisites

• 3-5 years of experience across project management and knowledge / content management, ideally within a customer service or technical support environment

• Sound judgment and problem-solving ability for ambiguous, undocumented, or high-stakes situations that cannot be resolved by a rulebook

• Experience with knowledge management systems or platforms, preferably within a customer service or support environment

• Familiarity with how AI and automation consume knowledge content — for example, structuring SOPs and articles for chatbots, agent-assist, or LLM-powered support tools — is a strong advantage

• Strong analytical skills to interpret knowledge base and AI performance metrics (usage, search success, containment, deflection) and turn insights into decisions

• Proficiency in content creation, editing, and curation, ensuring the accuracy, clarity, and usability of knowledge

• Ability to work independently and manage multiple projects concurrently

• Strong interpersonal skills for effective stakeholder management

• Customer-focused mindset, and hands-on comfort with AI tools and content management platforms

• PMP certification is preferred

• A degree or diploma in Project Management, or equivalent experience

Pre-Requisites :

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?