Rakuten Viki에서 싱가포르 사무소의 Customer Experience Associate를 채용합니다. 주요 업무는 고객 문의 응대, 지식 베이스 관리, 버그 리포팅 및 데이터 분석 지원입니다. 고객 중심적 사고와 뛰어난 문서 작성 능력이 필수입니다. Zendesk, Jira 등 협업 툴 활용 능력을 우대합니다. 신입 수준의 지원자를 환영하며, 팀과 협력하여 원활한 사용자 경험을 제공할 분을 찾습니다.
Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company’s mission to delight merchants and customers through innovation, optimism, and teamwork.
Rakuten Viki is a global entertainment streaming platform that specializes in Asian content. Our platform enables millions of viewers to discover and enjoy primetime shows and movies, subtitled in over 150 languages. Headquartered in San Mateo, California, we also have offices in Singapore, Seoul, and Shanghai, ensuring a strong global presence and a deep connection to the heart of Asian entertainment. Our platform is home to a large and loyal community of fans who share a passion for Asian culture and entertainment. Join us in our mission to bridge cultures and connect the world to Asian entertainment. At Rakuten Viki, we offer a chance to be part of a global community that celebrates culture, creativity, and connection.
We’re looking for a Associate, Customer Experience (CX), based in our Singapore office, to support our day-to-day support operations and help us deliver a seamless experience to our global users.
This is an entry-level role ideal for someone who is detail-oriented, eager to learn, and passionate about improving customer experiences. You’ll work closely with our CX team across multiple areas, helping to manage support requests, maintain knowledge base content, and ensure our processes run smoothly.
Key Responsibilities:
Customer Support & Operations
Respond to customer inquiries via Zendesk in a timely, professional, and empathetic manner
Follow established workflows and escalate complex issues when needed
Accurately document customer issues and interactions
Knowledge Base & Documentation
Create and update help center articles, internal SOPs, and support macros
Ensure content is clear, accurate, and aligned with tone and style guidelines
Bug Reporting & Issue Tracking
Log and track issues in Jira with clear details
Support follow-ups on reported bugs and recurring issues
Assist in filing high-priority issues (P0/P1) under guidance
Data & Reporting Support
Maintain accurate tagging and categorization of support tickets
Support basic reporting and identification of recurring trends
Team Collaboration
Work closely with the CX team across different areas (billing, accounts, content, etc.)
Support operational and editorial tasks that keep the team running efficiently
Participate in team discussions and actively seek feedback and guidance
Required Qualifications:
0–2 years of experience in customer support, operations, or similar roles (preferred but not required)
Strong written communication skills and attention to detail
Customer-first mindset with the ability to handle inquiries professionally and empathetically
Comfortable learning new tools (e.g., Zendesk, Jira, Confluence), familiarity with such tools is a plus
Organized, reliable, and able to follow structured processes
Team player who is proactive and open to feedback
Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.
Always improve, Always Advance - Only be satisfied with complete success - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team
