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Product Support Lead (Organized Play)

Product Support Lead (Organized Play)

The Organized Play Product Support Lead ensures that parents, players and organizers of casual and competitive Pokémon Leagues and tournaments have access to high quality support.

This role will work with a large international, multi-language support team and The Pokémon Company International’s Organized Play group and will be largely responsible for the content of the online support portal and for defining the interaction between program participants and the support team. The Organized Play Product Support Lead will act as the highest escalation point within the support organization for all Organized Play related issues.

What You Will Do

• Launch and steady-state product support activities including pre-release planning, content development, training development and delivery, vendor coordination, emerging issue identification, support response development and reporting.
• Act as the highest-level escalation point and maintain the highest level of product expertise outside of the development group.
• Iterate existing support processes and policies with the goal of reducing support contacts and improving the overall customer support experience.
• Lead a v-team of Organized Play professionals, customer service representatives and other stakeholders to calibrate and continuously improve the customer support experience.
• Occasional weekend and domestic/international travel for live events.

What You Will Bring

• 3-4 years of experience working in a consumer software support, or product development organization.
• Developed or implemented a support plan for at least one consumer-facing product or offering.
• Prior experience developing issue or incident forecasting.
• Understanding of the product or content localization process.
• Content development or training development experience. (Web help design, knowledgebase development, call center training or Train the Trainer)
• Experience working with multiple internal and external stakeholder teams.
• Ability to analyze complex problems and present multiple solutions.
• Effective communication skills; especially within teams and with technical information.
• Ability to clearly articulate support requirements with thoughtful documentation.
• Experience designing and deploying responses sensitive content (adult subjects, triggering topics, bullying, phishing, ban evasion, etc.)
• Experience in an online moderation environment is helpful.
• Experience with E-sports or competitive sports/gaming communities is helpful.

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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