Gift Card Operational Support Specialist (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 youre 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 December 2025. 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: 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: Bachelors 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
• Subsidized in-office lunches
• Weekly Kobo Tech University sessions
• Dog friendly office

About Rakuten Kobo Inc. Owned by Tokyo-based Rakuten and headquartered in Toronto, Rakuten Kobo Inc. is one of the most advanced global ecommerce companies, with the worlds most innovative e-reading services offering more than 6 million eBooks and audiobooks to 30 million + customers in 190 countries. Kobo delivers the best digital reading experience through creative innovation, award-winning e-readers, and top-ranking mobile apps. Kobo is a part of the Rakuten group of companies. 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