Jobs in Japan
Explore hand-picked jobs in Japan for English speakers across tech, education, marketing, and more.
Vetted companies only. Apply from overseas.
Jobs in Japan
Explore hand-picked jobs in Japan for English speakers across tech, education, marketing, and more.
Vetted companies only. Apply from overseas.
RakutenRakuten 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 more than 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. The Kobo Japan Customer Care team supports Japanese readers by phone, email and chat, covering eBook purchases, accounts, apps and eReader devices. Support is delivered by an in-house team in Tokyo together with a call center partner and an AI chatbot. The team works closely with Kobo's global Customer Care team in Toronto, which provides support on tools, KPIs and best practices. We are looking for a hands-on Customer Care Manager to lead Kobo Japan's customer support operation. The ideal candidate combines call center vendor and in-house team management, global collaboration, and KPI and measurement expertise. The role offers end-to-end responsibility for customer support in one of Kobo's key markets, daily English-language collaboration with Customer Care, Product and Engineering colleagues in Toronto and other markets, the opportunity to shape AI chatbots and automation, and the ability to feed customer insights directly into improvements to the store, apps and devices. Act as the primary point of contact for call center partners, ensuring adherence to SLAs, operational KPIs and brand standards through monthly business reviews. Lead, mentor and develop the in-house Customer Care team, and collaborate with Kobo's global Customer Care leadership in Toronto to drive support strategies, share best practices and implement unified tools. Drive performance across NPS, CSAT, AHT, FCR and QA scores. Translate data into executive-level reports, identify contact trends and propose process improvements. Oversee the QA framework and use audit findings to refine coaching programs, knowledge bases and workflows. Own escalations and coordinate across departments to resolve high-priority customer issues. Oversee end-to-end support for Kobo e-Readers, including troubleshooting, warranty management and returns logistics. Lead optimization of self-service channels and the AI chatbot experience to improve containment rates and customer satisfaction. Ensure support operations comply with APPI data privacy regulations and Rakuten Group global policies. Continuously evaluate and improve support processes and the customer experience. The role is based with an in-house team in Tokyo working with a call center partner, and involves close collaboration with the global Customer Care team in Toronto. Occasional early-morning or evening meetings may be required because of the time difference. English is used daily with global teams, and Japanese is used with customers and local partners.
- 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. - A 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.
- Experience with AI chatbots or customer support automation. - Customer support experience for consumer electronics or devices. - Experience in eCommerce, digital content or subscription services. - Experience with root-cause analysis and process improvement (e.g., Lean, Six Sigma, COPC). - Experience with BI tools (e.g., Tableau, Power BI). - Hands-on, accountable and comfortable working with a high degree of autonomy. - A clear communicator in both Japanese and English. - Customer-centric and data-driven. - Positive about change and new technology.
