Rakuten Viki is a global entertainment streaming platform specializing in Asian content, headquartered in San Mateo, California with offices worldwide. We are looking for an Associate, Customer Experience (CX) based in our Singapore office to support day‑to‑day support operations and help deliver a seamless experience to our global users.
Key Responsibilities - Customer Support & Operations: Respond to customer inquiries via Zendesk in a timely, professional, and empathetic manner; follow established workflows and escalated complex issues; accurately document customer issues and interactions.
- Knowledge Base & Documentation: Create and update help centre 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 fil...