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About the Role
Rakuten Kobo is seeking a Customer Care Manager to lead its customer support operations in Japan. This role involves managing both an outsourced call center partner and an in-house team, collaborating with the global Customer Care team, and leveraging data to enhance customer experience. The position offers end-to-end responsibility for customer support in a key market, global exposure, and the opportunity to shape AI-driven customer service improvements.
Responsibilities
- Act as the primary point of contact for call center partners, ensuring adherence to SLAs, operational KPIs, and brand standards.
- Lead, mentor, and foster a high-performance culture within the in-house Customer Care team.
- Collaborate with global Customer Care leadership to drive support strategies, share best practices, and implement unified tools.
- Drive performance across key metrics including NPS, CSAT, AHT, FCR, and QA scores.
- Translate data into executive-level reports, identifying trends and proposing process improvements.
- Oversee the QA framework and utilize audit findings to refine coaching programs and support workflows.
- Own the escalation process, coordinating across departments to resolve high-priority customer issues.
- Oversee end-to-end support for Kobo e-Readers, including troubleshooting, warranty management, and returns.
- Lead the optimization of self-service channels and AI chatbot experience.
- Ensure support operations comply with APPI data privacy regulations and Rakuten Group policies.
- Continuously evaluate and iterate on support processes to improve efficiency and customer experience.
Requirements
- 5+ years of experience in contact center or customer support operations across phone, email, and chat.
- 2+ years of hands-on experience managing outsourced call center vendors (BPO).
- Experience leading an in-house customer support team.
- Proven track record of managing and improving contact center KPIs (NPS, CSAT, AHT, FCR, QA, service level).
- Experience working with an overseas headquarters or regional team, including shared global tools and reporting.
- Strong analytical, reporting, and presentation skills, including advanced Excel and PowerPoint.
- Working knowledge of customer service ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Intercom).
- Native-level Japanese and business-level English proficiency.
Skills
- Call center vendor management
- In-house team management
- Global collaboration
- KPI and measurement expertise
- Data analysis
- Reporting
- Presentation skills
- Customer service ticketing systems
- AI chatbots
- Customer support automation
- Root-cause analysis
- Process improvement
- BI tools
Location
- Tokyo, Japan
Work Type
- Onsite
- Full-time
Experience Level
- Manager
Benefits
- Employee Benefits information available at https://global.rakuten.com/corp/careers/benefit/
About the Company
- Rakuten Group's mission is 'To empower people and society through innovation.'
- Rakuten Kobo is the Group's global digital reading business, serving millions of readers in over 20 countries with eBooks, audiobooks, and Kobo e-Readers.
- In Japan, Rakuten Kobo offers one of the country's largest eBook stores and a growing range of e-Readers.