Associate, Customer Experience

About the role

Rakuten Viki is seeking an Associate, Customer Experience to join its Singapore office. This entry‑level position supports day‑to‑day support operations, helping to deliver a seamless experience for global users of the streaming platform.

Key responsibilities

• Respond to customer inquiries via Zendesk in a timely, professional, and empathetic manner.
• Follow established workflows, document issues accurately, and escalate complex cases when needed.
• Create and update help‑center articles, internal SOPs, and support macros, ensuring clear and consistent content.
• Log and track bugs in Jira, provide detailed information, and assist with high‑priority issue filing.
• Maintain accurate tagging and categorisation of support tickets and support basic reporting to identify recurring trends.
• Collaborate with CX team members across billing, accounts, content and other areas, and participate in team discussions.

Required profile

• 0–2 years of experience in customer support, operations or a similar role (preferred but not required).
• Strong written communication skills with meticulous attention to detail.
• Customer‑first mindset, able to handle inquiries professionally and empathetically.
• Detail‑oriented, eager to learn and passionate about improving customer experiences.

Required skills

• Zendesk
• Jira