Hybrid eCommerce Product Support Lead - CX & Readiness

The Pokémon Company International; Bellevue (WA); Hybrid; USD 95,000 - 172,000; Full time

Benefits offered by this job

Health insurance

Generous paid family leave

Employer-paid life insurance

Employer-paid long-term disability

401k employer matching

Hybrid work environment

Relocation package

Fitness reimbursement

Job summary

The Pokémon Company International in Bellevue, WA is seeking an experienced eCommerce Product Support Lead to drive customer readiness and support strategies for Pokémon Center. You will partner with product, engineering, and operations teams to improve the end-to-end customer experience, launch readiness, and regional expansion initiatives.

The role requires leading complex issue resolution, influencing product decisions with customer insights, and mentoring team members, while championing

Qualifications

• Five to seven years in consumer software support or eCommerce operations.
• Experience leading readiness for product launches and regional expansions.
• Proven ability to improve customer experience and drive process design.
• Strong cross-functional collaboration and issue resolution skills.
• Excellent analytical skills and ability to identify trends.

Responsibilities

• Serve as escalation point for support teams and maintain expertise in eCommerce platforms and customer journeys.
• Lead readiness activities for new products, features, and regional expansions, including risk identification and content strategy.
• Develop and optimize troubleshooting procedures and support processes for customer service teams.
• Lead investigation and resolution efforts for complex customer-impacting issues with cross-functional partners.
• Identify emerging customer trends and risks, proactively developing solutions to improve experience.
• Develop and deliver operational insights and readiness assessments to Customer Service leadership.
• Influence product and operational decisions by providing customer-focused insights.
• Build relationships with vendors and internal partners to drive improvements across teams.
• Mentor team members and share best practices to improve readiness and outcomes.

Skills

eCommerce

Customer support

Problem solving

Analytical skills

Stakeholder management

Communication

Knowledge management

Zendesk

Jira

Team Foundation Server

Confluence

SharePoint

Workfront

Tools

Zendesk

Jira

Team Foundation Server

Confluence

SharePoint

Workfront

Job description

The Pokémon Company International in Bellevue, WA is seeking an experienced eCommerce Product Support Lead to drive customer readiness and support strategies for Pokémon Center. You will partner with product, engineering, and operations teams to improve the end-to-end customer experience, launch readiness, and regional expansion initiatives.

The role requires leading complex issue resolution, influencing product decisions with customer insights, and mentoring team members, while championing