Associate, Customer Experience

Job Description:

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.