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Support Content Lead
1 year ago
Get to know The Pokémon Company International
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.
Learn more online at Pokemon.com and on Facebook (facebook.com/pokemon), YouTube (youtube.com/pokemon), Twitter (twitter.com/pokemon), and Instagram (instagram.com/pokemon).
Get to know the role
Job Title: Support Content Lead
Job Summary: Seeking an individual who is experienced in developing product support content for a wide range of readers. The individual 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.
People Manager: No
What you’ll do
- Manage and publish all end-user content for all supported products and offerings in all TPCi supported languages.
- Coordinate ongoing multi-language localization efforts of support content related to product launches, product updates, and other ad hoc content requests.
- Ensure adherence to the brand’s style guide and coordinate customer-facing messaging with consumer marketing and the editorial/localization teams.
- Develop product-specific support intake forms for the support portals’ ticketing system.
- 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’ll bring
- Three (3) to four (4) years of related professional experience.
- Bachelor's degree or equivalent experience required.
- Experience writing content in 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, and printed material.
- Experience coordinating writing, editing, and publishing content schedules across multiple individuals and teams.
- Previously developed or published content for consumer-facing products or offerings.
- Experience using a knowledge base or content management systems, Zendesk preferable, wiki, SharePoint, Confluence, O365 or similar suite for content development and publishing.
- Prior product or content localization experience.
- Content development or training development experience (Web help design, knowledge base development, contact center training or Train the Trainer)
- Experience working with multiple internal and external stakeholder teams. Relationship building.
- Experience in project management.
- Ability to analyse complex problems and present multiple solutions.
- Effective communication skills; especially within teams and with technical information
- Experience coordinating schedules and meetings with remote teams.
- Games industry experience helpful.
How you’ll be successful
- Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
- Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
- Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
- Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
- Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.
- Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.
What to expect
- An employee first culture
- Company events that celebrate the spirit of Pokémon
- Competitive cash-based compensation programs
- Base salary range: 43000.00 - 64000.00 €. This range is applicable for the labor market where the role is intended to be hired. It is common for TPCi to start employees below the midpoint of the range. Final base salary is directly related to each candidates qualifications and experience uniquely.
- 100% employer-paid healthcare premiums for you
- Generous paid family leave
- Employer-paid life insurance
- Employer-paid long and short-term income protection insurance
- US Employees: 401k Employer Matching
- UK/IRE Employees: Pension Employer Contributions
- Fitness reimbursement
- Commuter benefit
- LinkedIn learning
- Comprehensive relocation package
- Hybrid work environment
The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.
#LI-MW1 #LI-Hybrid
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