Customer Care Manager - Customer Experience Section, Kobo Japan Department

Role summary

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This role manages customer care operations for Rakuten Kobo Japan, supporting a smooth experience for e-book customers and coordinating with internal teams and service partners. Requirements likely include strong Japanese communication skills, customer-support or contact-center management experience, problem-solving ability, and confidence using operational data and business tools. English proficiency may be useful for working with global Kobo teams. The successful candidate is expected to improve service quality, monitor customer issues and response performance, coach or coordinate support staff, handle escalations, and identify process improvements. A customer-focused mindset, ownership, adaptability, and the ability to work across departments are important.

About the employer

Rakuten Group, Inc. is a major Japanese internet and technology company founded in Tokyo in 1997. Its businesses span e-commerce, digital content, online travel, fintech, banking, mobile communications, advertising, and professional services. The company operates a large ecosystem of consumer and business platforms, including Rakuten Ichiba, Rakuten Card, Rakuten Mobile, and Rakuten Kobo. Rakuten Kobo provides e-books and digital reading services to customers in Japan and international markets. Rakuten is known for its diverse, fast-moving workplace and its emphasis on innovation, customer value, and cross-business collaboration. Employees may work with colleagues in Japan and overseas, making communication skills and cultural flexibility valuable. The company generally offers opportunities for people interested in technology-enabled services, digital commerce, customer experience, and global business operations.

Working in Japan

Japan offers strong opportunities in technology, e-commerce, finance, hospitality, manufacturing, education, healthcare, and customer support. Tokyo and Osaka have the largest concentration of international and corporate roles, while cities such as Fukuoka, Nagoya, and Sapporo can offer lower living costs and growing employment markets. Japanese workplace culture values punctuality, preparation, teamwork, respect, and careful communication, although international companies may be more flexible. Daily life is safe and convenient, with excellent public transport, reliable services, and varied food and entertainment. Rent in Tokyo is high, so budgeting and choosing housing near a train line are important. Most foreign employees need an employer-sponsored work visa, commonly under an Engineer/Specialist in Humanities/International Services status. Candidates should confirm sponsorship, tax, health insurance, and relocation support before accepting an offer. Learning practical Japanese greatly improves everyday life and career prospects.