Gift Card Operational Support Specialist (12-month contract)

Job Description:

Here at Rakuten Kobo Inc. we offer a casual working start-up environment and a group of friendly and talented individuals. Our employees rank us highly in terms of commitment to work/life balance. We realize that for our people to be innovative, creative and passionate they need to feel valued and supported.
If you’re looking for a company that inspires passion, personal, and professional growth – join Kobo and come help us on our mission of making reading lives better.

The Role:

We are seeking a detail-oriented and proactive Gift Card Operational Support Specialist to join our team as a contractor until the end of May 2027. This role is critical in ensuring the smooth day-to-day operations of our gift card program, including both physical and digital gift cards. The ideal candidate will be responsible for managing operational processes, troubleshooting issues, coordinating with internal and external stakeholders, and supporting the growth and success of the gift card program.

Key Responsibilities:

• Designs and implements compelling visual design and display strategies for a retail environment to optimize brand recognition and meet sales goals (in-store or online).
• Collaborates with internal partners to ensure alignment with current promotions, seasonal campaigns, product launches, branding and product placement.
• Ensures appropriate product inventory for current displays.
• Tracks and may assist with research and analysis related to customer demographics, trends, customer buying patterns, pricing and the competitive environment, etc.
• May work with vendors.

Operational Support:

• Oversee the end-to-end operational processes for physical and digital gift cards, ensuring accuracy and efficiency.
• Monitor gift card inventory levels (physical cards) and coordinate replenishment with vendors and retail partners.
• Ensure timely activation and deactivation of gift cards across all platforms.
• Troubleshooting and Issue Resolution:
• Investigate and resolve gift card-related issues, including activation errors, balance discrepancies, and redemption problems.
• Act as the primary point of contact for customer service teams to address escalated gift card inquiries.
• Collaborate with IT and third-party vendors to resolve technical issues related to gift card systems.
• Reporting and Analysis:
• Generate and maintain regular reports on gift card sales, redemptions, and inventory.
• Analyze data to identify trends, issues, and opportunities for improvement.
• Provide insights and recommendations to the Gift Card Manager to optimize program performance.

Collaboration and Communication:

• Work closely with internal teams (e.g., marketing, finance, IT) and external partners (e.g., retailers, vendors) to support gift card initiatives.
• Assist in the implementation of new gift card programs, features, or updates.
• Support marketing campaigns and promotions involving gift cards, ensuring operational readiness.

Qualifications:

• Education: Bachelor’s degree in business administration, Operations, or a related field (or equivalent experience).
• Experience:
• 2+ years of experience in operations, customer support, or a related role, preferably in the gift card, retail, or e-commerce industry.
• Experience with gift card platforms, payment systems, or inventory management is a plus.

Skills:

• Strong problem-solving and analytical skills.
• Excellent attention to detail and organizational abilities.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and familiarity with reporting tools.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and external partners.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.

Key Competencies:

• Customer-focused mindset with a commitment to delivering high-quality support.
• Proactive and resourceful in identifying and resolving issues.
• Team player with the ability to collaborate across departments.
• Adaptable to changing priorities and business needs.

The Perks:

• Flexible hours and hybrid remote working environment

• Four extended long weekends in the summer

• Weekly Kobo Tech University sessions

About Rakuten Kobo Inc.
Rakuten Kobo Inc. is the world’s digital bookseller created by and for booklovers. Owned by Tokyo-based Rakuten Group, Inc. and headquartered in Toronto, Rakuten Kobo’s millions of worldwide users can read anytime, anywhere, and on any device. With a mission to make reading lives better for all, Rakuten Kobo connects readers to stories using thoughtful and personalized curation of eBooks and audiobooks, and the best dedicated eReaders and apps for reading. With the singular focus of making reading lives the best they can be, Kobo’s open platform allows people to fit reading into more moments in their busy lives. To learn more about Rakuten Kobo, visit www.kobo.com.

Rakuten Kobo Inc. is an equal opportunity employer. Accessibility accommodations for candidates with disabilities participating in the selection process are available on request. Any information received related to accommodation needs of applicants will be addressed confidentially.  

Rakuten Kobo would like to thank all applicants for their interest in this role however only qualified candidates will be shortlisted.  

#RKIND