Incident Manager

Company Introduction  

Our corporate mission is to deliver a ‘wow experience’ to customers. Rocket Now launched a delivery platform with no delivery fees or service charges to ease the burden on customers who use the food delivery service.  

Rocket Now is deeply committed to pioneering the future of Japan’s delivery market. We aim to fundamentally transform the food delivery industry by building truly customer-first services. Rocket Now provides employees with opportunities to continuously lead innovation and to take initiative without hesitation based on agility and boldness to deliver results. If you are passionate about delivering exceptional service to customers and pioneering new markets, join Rocket Now today. 

Role Overview  

In this role, you'll play a key part in resolving our most complex and time-sensitive customer issues. You’ll act as a trusted point of contact for cross-functional partners including Communications, Insurance, and Legal teams. By investigating critical incidents and managing high-risk escalations, you'll help ensure customer trust while balancing service expectations and internal priorities.

What You Will Do 

• Manage a dynamic caseload involving high-risk and urgent customer incidents

• Conduct thorough case investigations across multiple communication platforms (email, phone, chat), gathering relevant facts, assessing evidence, and offering clear action plans to stakeholders

• Demonstrate strong communication skills and professionalism while guiding customers through resolution processes

• Apply sound judgment, problem-solving ability, and emotional intelligence to identify root causes and propose solutions

• Collaborate across departments to ensure accurate case documentation and follow-ups

• Deliver consistent results within tight deadlines and quality standards

Basic Qualifications 

• Native level Japanese and fluent English

• Hands-on experience handling complex service issues or conducting investigations related to safety, compliance, or customer claims

• Background in investigations within Law Enforcement, Claims, or Risk Management

• Crisis management, sensitivity, or de-escalation techniques.

• Strong analytical and decision-making skills for managing high-stakes cases

• Professional presence and interpersonal skills to build trust with internal and external stakeholders

• A commitment to high standards of integrity and accountability

• Proactive, detail-oriented, and comfortable navigating ambiguity

• Excellent written and verbal communication skills, particularly in sensitive or high-pressure scenarios

• Strong time management and proficiency with relevant technology tools

• Team lead/management experience

Recruitment Process  

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
• The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
• Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.