Product Support Lead, eCommerce

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

Job summary

The Pokémon Company International is seeking an experienced eCommerce Product Support Lead to guide readiness and operational strategy for Pokémon Center customers. You will act as a subject matter expert, driving improvements to the customer experience while partnering with internal teams to support launches, enhancements, and regional expansions.

In this role you will lead complex issue resolution, develop scalable support processes, and mentor teammates.

Qualifications

• 5+ years in consumer software support, product support, product operations, or eCommerce.
• Experience leading support planning and readiness for launches or initiatives.
• Expertise in customer experience improvement and process design.
• Experience driving cross-functional improvements and issue resolution.
• Strong analytical skills to identify trends and impacts.
• Ability to influence stakeholders across teams.
• Experience creating knowledge content and training materials.
• Experience supporting online consumer transactions.

Responsibilities

• Serve as escalation point for support teams with deep platform expertise.
• Lead readiness activities for new products, features, and regional expansions.
• Develop troubleshooting procedures and support processes.
• Lead investigation and resolution for complex customer-impacting issues.
• Identify trends and risks, building proactive solutions.
• Deliver operational insights and readiness assessments to leadership.
• Influence product decisions through customer insights.
• Mentor teammates and share best practices.

Skills

Customer support leadership

Cross-functional collaboration

Analytics & insights

Process design

Content development

Tools

Zendesk

Jira

TFS

Confluence

SharePoint

Workfront

Job description

Get to know The Pokémon Company International

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and 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 corporate.pokemon.com and pokemon.com .

Get to know the role

Job Title: eCommerce Product Support Lead (IC3)

Job Summary: The eCommerce Product Support Lead is responsible for leading customer support readiness and operational support strategy for Pokémon Center customers. The eCommerce Product Support Lead acts as a subject matter expert, driving continuous improvements to the customer experience while partnering with internal teams to support launches, enhancements, and regional expansion initiatives. This role leads complex problem-solving efforts and influences product and operational decisions through customer and support insights.

FLSA Classification (US Only): Exempt

People Manager: No

What you'll do

• Serve as the highest-level escalation point for support teams and maintain deep expertise in eCommerce platforms, fulfillment operations, and customer journeys.
• Lead support readiness activities for new products, features, and regional expansions, including identification of customer-facing risks, incident forecasting, readiness planning, and support content strategy.
• Develop and optimize troubleshooting procedures and support processes for customer service teams across eCommerce platforms and experiences.
• Lead investigation and resolution efforts for complex customer-impacting issues, partnering with cross-functional teams to identify root causes and implement long-term solutions.
• Identify emerging customer trends, operational risks, and support challenges, proactively developing solutions that improve customer experience and reduce support contacts.
• Develop and deliver operational insights, readiness assessments, and recommendations to Customer Service leadership and eCommerce stakeholders.
• Influence product and operational decisions by providing customer-focused insights and support requirements throughout the product lifecycle.
• Build and sustain strong relationships with vendors and internal partners, driving process improvements and service quality initiatives across teams.
• Mentor team members and share best practices that improve support readiness, issue management, and customer outcomes.

What you'll bring

• Five (5) to Seven (7) years of experience working in a consumer software support, product support, product operations, or eCommerce organization.
• Experience leading support planning and readiness efforts for consumer-facing products, launches, or business initiatives.
• Expertise in customer experience improvement, operational excellence, and support process design.
• Experience leading complex issue resolution and driving cross-functional improvements.
• Strong analytical skills with demonstrated ability to identify trends, evaluate business impacts, and recommend solutions.
• Experience influencing stakeholders and driving outcomes across multiple teams.
• Content development, training development, or knowledge management experience.
• Experience supporting online consumer transactions and eCommerce operations.
• Demonstrated ability to communicate complex support requirements through clear documentation and presentations.
• Proficiency with knowledge management, project management, analytics, and issue-tracking tools. Examples include Zendesk, Jira, Team Foundation Server (TFS), Project, Confluence, SharePoint, and Workfront.
• Must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends on rare occasions.

Base Salary Range

For this role, new hires generally start between $95,000.00 - $127,000.00 per year. The full range is $95,000.00 - $172,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate's qualifications and professional experience uniquely.

#LI-Hybrid #LI-MK1

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