Viki, a Rakuten Company (Japan Stock Exchange: 4755), is a global TV site with more than 32 million viewers a month watching the world’s primetime TV and movies, subtitled in 200 languages by a community of fans. With billions of videos viewed and more than 600 million words translated, Viki brings global entertainment to fans everywhere.
We are seeking a smart, hard-working and passionate Community Experience Specialist for Soompi, the world's #1 destination for K-pop news and fandom and the publishing arm of Viki's global TV streaming service. This is a full-time contract position based in Singapore and reports to the Manager of Community Experience. Community Experience Specialists are the heart and soul behind Viki and Soompi Help Centres. They are passionate, organised, have great judgment and love communicating with our amazing community of viewers and volunteers. Essential duties and responsibilities may include, but are not limited to:
- Answer all questions related to Viki and Soompi and escalate when necessary
- Monitor, identify and analyse and report on trends based on incoming issue reports and requests
- Coordinate with Engineer and Product teams to file bugs, troubleshoot issues and offer support to users
- Proactively provide feedback to internal teams that helps to improve Viki and Soompi and create a better customer experience
- Help keep the FAQs in the Help Centre up to date
- Review and moderate all user-generated content and user profiles
Qualifications
- Bachelor's degree in any discipline
- Fluency in written and spoken English is required
- Second language knowledge is a plus
- Excellent written and communication skills
- Great work ethic and ability to multi-task, prioritise and manage time efficiently
- A love for online communities, social websites and tech industry
- Experience in customer service a plus
- Familiarity with CMS systems and practices a plus
- Passion for foreign entertainment a plus
We're a small but diverse team with various different nationalities and languages represented amongst our 70+ employees. Come break down the barriers that stand between great entertainment and its fans everywhere and help us make a difference as we grow!
