Team Lead, Customer Support

Job Description:

Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society. Headquartered in San Mateo, California with more than 4,000 employees worldwide, the Rakuten International business portfolio includes market leaders in e-commerce, digital marketing, advertising, communications and entertainment. We create products and services that provide exceptional value by aligning members and the businesses that want to engage them in a shared community.

Rakuten Advertising provides advertising technology and consumer insights to the world’s leading brands and retailers. Working with agencies and brands around the world, Rakuten Advertising unites technology, client strategy and consumer insights to deliver advertising experiences that drive increased brand awareness and marketing performance. With access to Rakuten’s diverse media properties and audiences, combined with an award-winning performance network and proprietary consumer research, Rakuten Advertising creates the right conditions to reach new customers and sustain long-lasting loyalty.

Job Summary:

As a Team Lead in Customer Support, you will support the team, maintain/improve team operations, and serve as a point of contact between the client facing and technology teams. A successful candidate will have experience with Tier 2 escalation issues and the ongoing daily support of Tier 1 support queries.

Key Responsibilities:

Business Initiatives

• Work closely with support agents and leads to encourage and ensure high performance team-wide.
• Interface and collaborate with other support teams (Tier 2, Writing team) to ensure appropriate product and process knowledge is shared across the larger support team.
• Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts.
• Support company and Rakuten group people initiatives as well as process improvement and automation.

KPI’s and Reporting

• Compile and provide reports on a weekly and monthly basis.
• Maintain and be able to speak to KPI’s to upper management.
• Ensure best-in-class support outcomes – CSAT, first response time, and resolution times to drive continuous improvement, etc.

Day to Day Operations

• Responding to escalations from support agents in a timely manner, aiding with specific tickets and client concerns.
• Encourage learning and growth of the support agents through escalated tickets and other touch points.
• Creating/updating team SOP documentation and providing refreshers to the team as needed.
• Responding to escalated customer queries in a timely and accurate way.
• Helping key customers use specific products and features.
• Effectively communicating complex technical concepts and principles with a wide ranging technical and non-technical audience.
• Document, investigate, triage, and report to technical team, system bugs and issues through our issue tracking system.
• Monitor ticket/issue status to the point of resolution, ensuring compliance to team SLAs.
• Collaborate with technical writing team, requesting new/updated content when needed and review content as subject matter expert.
• Active participation in process improvement and automation initiatives.
• Work closely with product team members to improve systems and make enhancements to our products for our customers.
• Maintain knowledge and understanding of Rakuten Advertising’s tracking solutions and services.

Minimum Requirements:

• 4-year college degree or equivalent professional experience
• 2+ years’ experience with a mix of customer and technical support in the web domain utilizing structured tools and methodology
• Experience as point of escalation for one’s team
• Excellent written and verbal communication skills
• Ability to interface with multiple teams and multiple levels of management
• Good organizational, multi-tasking, and time-management skills
• Strong analytical and organizational skills  
• Experience with Microsoft Office (Word, Excel, Powerpoint, and Outlook)
• Strong commercial awareness; understands the impact of decisions on Company’s short and long-term goals; shows good judgement

Desired Skills:

• Experience with ecommerce and online advertising desired
• Familiarity with Jira and Zendesk ticketing platforms

#LI-TL1

Five Principles for Success
Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

Always improve, Always Advance - Only be satisfied with complete success - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team

At the time of posting, Rakuten expects the base compensation for this role to be within the range shown below. Individual compensation will vary based on job-related factors, including the skills, qualifications, and experience of the successful candidate as well as business need and geographic location. The successful applicant for this role will be eligible for discretionary bonus, health, vision, dental insurance, 401k matching, PTO, Volunteer Time Off (VTO), and other employee benefits as the company implements.