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Customer Service Content Lead

The Support Content Lead will develop product support content for a wide range of readers. This role will work with product support leads to produce a body of support content in all supported languages in time for the product or service’s release, and then work with stakeholders within the customer service organization to maintain the quality and relevance of the content.

What You Will Do

• Proof and publish all end-user content for all supported products and offerings in all TPCi supported languages.
• Coordinate multi-language localization efforts for CS impacting elements of products prior to launch.
• Ensure adherence to the brand’s style guide and coordinate customer-facing messaging with consumer marketing.
• Develop support intake forms for the support portals.
• Develop internal agent content and support repositories.
• Develop, optimize, and maintain customer accessible elements of the support portal.
• Facilitate incident reporting by developing and maintaining the coding tree structure for ticketing system.
• Perform regular content maintenance sweeps.

What You Will Bring

• 3 or more years’ experience working in consumer product testing, development or support.
• Experience writing content in a globally/culturally neutral English for ease of consumption and localization.
• Experience creating, maintaining or utilizing brand style guides.
• Experience developing non-technical content or developing documentation that can be followed by individuals of varied experience levels.
• Creation of varied content types – technical break/fix content, internal and external policy content, promotional content, etc.
• Experience writing for various visual formats such as in-app, web, printed material.
• Experience coordinating writing, editing and publishing schedules across multiple individuals and teams.
• Experience coordinating schedules and meetings with remote teams.
• Previously developed or published content for consumer-facing products or offerings.
• Experience using a Knowledgebase or content management system, wiki, SharePoint, WordPress, O365 or similar suite for content development and publishing.
• Prior product or content localization experience.
• Content development or training development experience (Web help design, knowledgebase development, contact center training or Train the Trainer)
• Experience working with multiple internal and external stakeholder teams.
• Games industry experience 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.