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TCG Product Support Lead

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: TCG Product Support Lead

Job Summary: The TCG Product Support Lead is responsible for enabling the team to solve all customer service issues and inquiries from our Pokémon customers. The TCG Product 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 and regions.

FLSA Classification (US Only): Exempt

People Manager: No

What you’ll do

• New product and new region onboarding activities required by the Customer Service (CS) team, including identifying potential customer-facing issues, creation of an incident forecast, support readiness planning, and initial support content development.
• Develop and deploy troubleshooting procedures customer service agents will use for common product scenarios.
• Identify and create the response to emerging issues.
• Coordinate physical product replacement activities.
• Develop and deliver reports to stakeholders within the support team and the product group.
• Act as the highest-level escalation point for support agents and customers and maintain the highest level of subject matter expertise outside of the product group.
• Iterate existing process and policies with the goal of reducing support contacts and improving the overall customer support experience.

What you’ll bring

• 3+ years of experience working in a consumer product support or product development organization.
• Experience developing and implementing a support plan for at least one consumer-facing product or offering.
• Retail industry background preferred.
• Content development or training development experience. (Web help design, knowledgebase development, call center training, or Train the Trainer.) Experience supporting online consumer transactions and/or logistics on mobile devices or personal computers.

• Must be willing and able to work occasional non-standard work shifts, including evenings, overnight, holidays, and weekends.

• Experience working with multiple internal and external stakeholder teams.
• Demonstrated ability to analyze complex problems and present multiple solutions.
• Previous experience clearly articulating support requirements with thoughtful documentation.
• Proficiency with knowledge management, project management, or bug reporting tools. Examples include Zendesk, Jira, Team Foundation Server (TFS), Project, Confluence, SharePoint, and Workfront.

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
• 100% employer-paid healthcare premiums for you
• Generous paid family leave
• Employer-paid life insurance
• Employer-paid long and short-term income protection insurance
• 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.

Internal Job Code: CB.PMMF.P2

Internal Job Profile: Project Manager (IC2)

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