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Product Support Lead (Online Accounts and Marketing)

Product Support Lead (Online Accounts and Marketing)

The Online Accounts and Marketing Support Lead is responsible for enabling the team to solve all customer service inquiries and issues that individuals encounter with their online accounts. In addition, this role is responsible for coordinating the support team’s readiness and response to various company marketing initiatives, including select social media mobile apps and website experiences.

The Online Accounts and Marketing Support Lead will become the subject matter expert and seek to continually improve the quality of the customer’s support experience for their released products, while working with internal teams to onboard new offerings across all region the company operates in.

This role will work with account platform developers, quality assurance, digital marketing, customer service delivery management and many other stakeholder teams to ensure effective solutions to customer issues while anticipating and reducing future issues.

What You Will Do

• New product onboarding duties required by the CS team, including identifying potential customer-facing issues, support readiness planning and initial support content development.
• Launch and sustaining product support activities including emerging issue identification and support response development.
• Act as the highest-level escalation point and maintain the highest level of product expertise outside of the product’s own development group.
• Iteration of existing process and policies with the goal of reducing support contacts and improving the overall customer support experience.
• Additional duties to include support of ad-hoc projects and smaller day-to-day support needs.
• Occasional non-standard work hours to facilitate product launches and initiatives.
• Work with customer moderation team, legal and other teams to ensure account compliance with regional regulations.
• Work with peer support leads and developers to integrate account system features into other products.

What You Will Bring

• 3-4 years of experience working in a consumer software test, technical support or product development organization.
• Developed or implemented a support plan for at least one consumer-facing product or offering.
• Consumer Software/Hardware Lifecycle Management experience.
• Agile development/sprint experience.
• Games industry experience helpful.
• Prior experience developing issue or incident forecasting.
• Project Management background desirable.
• Understanding of the product localization process.
• Content development or training development experience. (Web help design, knowledgebase development, call center training or Train the Trainer)
• Experience supporting mobile devices or personal computers at the operating system level, particularly online connectivity.
• Experience working with multiple internal and external stakeholder teams.
• Knowledge of knowledge management, project management, or bug reporting tools such as Jira, TFS, Project, SharePoint, Workfront.

How You Will Be Successful

• Problem Analysis: You can filter information from multiple streams to determine what pieces will impact your area of the business.
• Business Acumen: You tailor communication and engagement style to the culture and make up of different teams to achieve results.
• Bias for Action: You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership.
• Great people skills: You know the “how” is as important as the “what” and you aim to build effective relationships across the organizations, as well as externally with 3 rd You are mindful of diverse perspectives and engage clients in a professional manner.
• Analytical Thinking: Uses logical reasoning to systematically analyze, diagnose, and resolve issues using data.
• Communicative: Develops and delivers multi-mode communication to share ideas, learn from others, and keep others informed about problems, opportunities, progress, and solutions.

What to Expect

We offer a professional, fun and creative work environment. While we maintain a good balance between work and life, additional hours may be required at peak times or for specific initiatives especially during holiday spike and new regional launches in which this role will take part.

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of people so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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