Rakuten Viki

Job Description:

Rakuten Group, Inc. is the largest e-commerce company in Japan, and the third-largest e-commerce marketplace company worldwide, with over 1.5 billion registered users worldwide. The Rakuten brand is recognized worldwide for its leadership and innovation, and provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing and professional sports. The company is expanding globally and currently has operations throughout Asia, Western Europe, and the Americas.

Rakuten Viki is a premier global entertainment streaming site where millions of people discover and consume primetime shows and movies subtitled in more than 200 languages, by our community of fans. With billions of videos viewed and more than 1 billion words translated, Viki brings global entertainment to fans everywhere!

We are looking for a Manager, Customer Experience based in our Singapore office. This role will oversee a team of CX agents dedicated to resolving customer issues and advocating for Viki’s millions of fans around the world. 

As a CX team lead, you will work closely with diverse teams across multiple functions and regions to deliver outstanding customer support for Viki’s streaming service. Your responsibilities will include team management, ownership of key support metrics, process evolution, cross-functional projects, team mentorship, contributing insights for the development of tools, features, and events, analyzing and sharing insights with internal teams, and effectively voicing the perspective of our viewers while advocating for their needs within the organization.

Key Responsibilities Include

• Collaborate with teams across product, engineering, legal and marketing to formulate support processes and communication requirements necessary for the implementation of new product, service and event offerings
• Supervise, guide, mentor, and train a team of CX agents. Provide coaching to the team, identify process efficiencies and enhance user retention.
• Function as a point of escalation between users and internal departments to enhance customer happiness and seamless use of the platform.
• Advocate internally for users, prioritizing their interests and ensuring their needs are met effectively.
• Produce reports that combine relevant data to facilitate understanding of main issues.
• Collate customer feedback and support trends to inform the internal team’s projects and roadmap.
• Assist with the creation of new workflows and communication plans as well as creating or updating Help Center materials as needed.

Requirements

• BA/BS degree or equivalent practical experience
• 5+ years experience in Customer Support preferably within the entertainment or SaaS space. Must have billing experience.
• 3+ years of experience in a people manager role including experience hiring and managing high-performing teams.
• Expertise in owning and scaling support operations with process development, escalation protocols, communication tools, and ticketing systems.
• Exceptional communication skills with proven ability to work cross-functionally by building relationships and influencing others.
• Strong listening, problem solving, and conflict handling skills.
• Ability to juggle multiple tasks and prioritize effectively in a dynamic environment, creativity in seeking new and better solutions, and forward thinking.
• Strong analytical skills with the ability to gather and analyze data to drive insights and continuous improvement. Skilled in creating presentation materials and reports. 
• Experience in training/QA/continuous improvement preferred.
• Knowledgeable about industry best practices and up-to-date with trends in customer service and experience.
• Empathetic approach with a commitment to ethics preferred

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.