Senior Customer Experience Operations Specialist

1 week ago


Singapore VIKI PRIVATE LIMITED Full time

Rakuten Group, Inc. is a leading e-commerce company with over 1.5 billion registered users worldwide.

Viki Private Limited, a subsidiary of Rakuten Group, is a premier global entertainment streaming site where millions of people discover and consume primetime shows and movies subtitled in more than 200 languages.

We are seeking a highly skilled Senior Customer Experience Operations Specialist to join our Singapore office. This role offers the unique opportunity to shape the future of online video and social entertainment for Viki's millions of fans around the world.

Key Responsibilities
  • Oversee customer service operations related to platform issues on apps and web.
  • Manage tier 1 agents and handle bug-related escalations between agent tiers.
  • Collaborate with the product team to ensure successful feature releases and report back on customer-facing issues.
  • Able to file, triage, manage and follow up on bug reports independently.
  • Compile customer feedback and stay up-to-date with environment and market trends to inform service development.
  • Produce reports that combine relevant data to facilitate understanding of main issues.

The ideal candidate will have at least 3 years of experience handling customer tickets and complaints, with a good understanding and working knowledge of platforms like Zendesk and Asana.

Salary: $60,000 - $80,000 per annum (estimated based on location and industry standards)



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