Associate, Customer Experience

About Rakuten Viki

Rakuten International runs seven businesses and employs more than 4,000 people worldwide. It is known for innovation and leadership across e-commerce, digital content, advertising, entertainment, and communications, serving over 1 billion members globally. The wider organization is driven by a mission to delight merchants and customers through innovation, optimism, and teamwork.

Rakuten Viki is a global streaming service focused on Asian entertainment. Its platform helps millions of viewers discover primetime shows and movies, with subtitles available in more than 150 languages. With headquarters in San Mateo, California, and offices in Singapore, Seoul, and Shanghai, the company has a strong international footprint and close ties to Asian culture and entertainment. It offers the opportunity to contribute to a global community built around culture, creativity, and connection.

Role Overview

The Singapore office is hiring an Associate, Customer Experience to support daily support operations and help create a smooth experience for users around the world. This is an entry-level position suited to someone who is careful, eager to learn, and interested in improving customer journeys. You will partner with the CX team across several areas, including ticket handling, help content, and process upkeep.

What You Will Do

• Handle customer questions through Zendesk with prompt, courteous, and empathetic communication.
• Use the established workflow to resolve issues and escalate complex matters when appropriate.
• Record customer problems and interactions accurately.
• Draft and refresh help center content, internal SOPs, and support macros.
• Keep documentation accurate, easy to understand, and consistent with tone and style standards.
• Enter and monitor issues in Jira with complete and precise information.
• Help follow up on bugs and repeated issues.
• Assist with logging urgent P0/P1 issues when directed.
• Maintain correct ticket tags and categories.
• Support basic reporting and help identify recurring trends.
• Collaborate with CX teams working across billing, accounts, content, and related areas.
• Contribute to operational and editorial tasks that improve team efficiency.
• Take part in team discussions and actively ask for feedback and direction.

What We Are Looking For

• 0 to 2 years of experience in customer support, operations, or a similar function; preferred but not mandatory.
• Strong writing ability and close attention to detail.
• A customer-focused mindset and the ability to respond professionally and with empathy.
• Comfort in learning new tools such as Zendesk, Jira, and Confluence; prior exposure is a plus.
• Well-organized, dependable, and able to work within structured processes.
• A collaborative team member who takes initiative and welcomes feedback.

Additional Information

Rakuten is an equal opportunity employer and does not tolerate discrimination or harassment of any kind. Employment decisions are made without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by applicable law.

Five Principles for Success

• Always improve, Always Advance — Aim for complete success and keep improving (Kaizen).
• Passionately Professional — Maintain a high standard and strive to be the best in your work.
• Hypothesize - Practice - Validate — Apply the Rakuten Cycle to succeed in unfamiliar situations (Shikumika).
• Maximize Customer Satisfaction — The main reward is seeing customers happy.
• Speed!! Speed!! Speed!! — Be mindful of time, set clear goals, and involve your team.