Business Operations Intern - Content QA

Job Description:

Here at Rakuten Kobo Inc., our mission is to make reading lives better. We stand for readers. We also stand for our employees – from interns and co-ops to permanent staff – and support their growth and development. Whether you are a student at the start of your career or a professional carving a different path, our early careers opportunities are built with you in mind – with experiences tailored to your individual skills and interests.
We offer a start-up environment, interesting and engaging work within the technology and publishing industries, and a group of friendly and talented individuals. Additionally, our employees rank us highly in terms of commitment to work-life balance and a company culture committed to caring for our employees.
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:

Rakuten Kobo Inc. is looking for a Business Operations Intern, Content QA to join our Business Operations team. The team is comprised of many highly talented enthusiastic individuals who ensure the services and offerings from Kobo are available to both internal and external customers.

Reporting to the Business Operations Analyst - Content QA, the Business Operations Intern, Content QA position acts as the first level triage for most inbound ebook-related and audiobook issues, including investigation of metadata and content processing failures, and incoming requests from customers and partners. This position is also responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional area. They may also assist in creating relevant publisher help centre content and testing incoming content from publishers or updated Kobo eReader and app software. This role is specifically responsible for providing support for epub and audiobook files (identifying HTML, CSS, and other epub-specific issues) as well as monitoring and resolving inbound requests from internal teams, publishers, and customers.

Responsibilities Include: 

Front-line support

• Identify HTML and CSS issues in epub files.
• Triage incoming tickets for eBooks and audiobooks area.
• Investigate, troubleshoot, solve or escalate ebooks and audiobooks; first step tickets as required, from functional area or as assigned/delegated.

Data Collection

• Review and analyze recurring issues and communicate recommendations based on findings as directed by the Business Operations Analyst.
• Share information as requested to client teams, development and delivery teams, content management, and external vendors on the investigation and resolution of bugs.

Documentation

• Maintain ebook-related and audiobook-related process documentation as requested by Business Operations Analyst.

Project Support

• Support Business Operations Analyst and larger team with projects on an ad-hoc basis and as available/directed.
• Assisting with research into digital publishing standards and topics.
• Assisting with testing ebook and audiobook’s performance on Kobo’s ecosystem and troubleshooting potential errors. ​

The Skillset:

Required:

• Post-secondary education ideally with a focus on publishing or book selling programs or work and/or project experience in the realm of digital media/content, or other books related experience (experience working at a bookstore, running a book blog/Bookstagram/BookTube, BookTok, etc.).
• A strong interest in digital media, books, and technology - if it is your heart’s desire to be an editor, you are not going to have much fun. But if it is a potent mix of technology and books, you are in the right place.
• General understanding of the book industry (ISBNs, ONIX files, .epub formats, etc.).
• Solid hands-on experience with Microsoft Excel (ideally you can run a VLOOKUP, concatenate data and create a pivot table).
• Detail and task-oriented, with strong research and organizational skills.
• Flexibility and ability to juggle many projects and priorities simultaneously.
• Strong communication skills: you have the ability to compose a professional email and handle ongoing communication with external parties regarding technical issues, you aren’t afraid to ask questions or follow up on action items or requests for information.
• Experience with the Kobo ecosystem: you have read a book from Kobo, know how our apps and devices work, and are familiar with our reading experience.

Nice to Haves:

• Specific knowledge of ebooks, audiobooks, and/or .epubs.
• Experience working with HTML, CSS and Zendesk.
• Experience working with XML languages.
• Fluency in another language.

The Perks:

• Flexible hours and hybrid remote working environment
• Subsidized in-office lunches
• Four extended long weekends in the summer
• Talent and development training budget
• Free Kobo device + free weekly e-book or audiobook
• 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 world’s 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.

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