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Ecommerce Product Support Lead
Confirmed live in the last 24 hours
Locations
Bellevue, WA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 5+ 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
  • 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
Responsibilities
  • Job Title: eCommerce Product Support Lead
  • Job Summary: The eCommerce Product Support Lead is responsible for enabling the team to solve all customer service issues and inquiries from our Pokémon Center customers. The eCommerce 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
  • 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 online and in-store transaction scenarios such as purchases, returns and refunds, carrier escalations, promotions, pre-orders, site outages, etc
  • 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
  • Identify and advocate for improvements to existing policies and workflows to increase efficiency and reduce customer effort
  • Build and sustain positive relationships with vendors and internal partners, providing regular feedback and reporting on processes and quality improvement initiatives
  • Serve as a mentor for the agent community and work in tandem with the Service Delivery Team to improve quality and develop training and/or content to close knowledge gaps
  • Provide thought leadership and expertise to expand support offerings
The Pokémon Company

501-1,000 employees

Fictional creatures media franchise
Benefits
  • 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