Senior eCommerce Product Support Lead

Socket.dev

Bellevue (WA)

Hybrid

USD 95,000 - 172,000

Full time

8 days ago

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Benefits offered by this job

100% employer-paid healthcare premiums

401k employer matching

Generous paid family leave

Employer-paid life insurance

Employer-paid long and short-term ins

Fitness reimbursement

Commuter benefit

LinkedIn learning

Comprehensive relocation package

Hybrid work environment

Job summary

The Pokémon Company International is seeking an eCommerce Product Support Lead to guide customer support 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 expansion initiatives.

This role demands leading complex problem-solving, influencing product and operational decisions with customer insights, and

Qualifications

Five to seven years of experience in consumer software support or ecommerce.
Experience leading support planning and readiness for consumer-facing products and launches.
Expertise in customer experience improvement and operational excellence.
Experience leading complex issue resolution and cross-functional improvements.
Strong analytical skills to identify trends and business impacts.
Experience influencing stakeholders across multiple teams.
Content development or knowledge management experience.
Experience supporting online consumer transactions and ecommerce operations.
Clear documentation and presentations of complex support requirements.
Proficiency with knowledge management, project management, analytics, and issue-tracking tools (Zendesk, Jira, TFS, Project, Confluence, SharePoint, Workfront).
Willingness to work non-standard shifts including evenings, overnight, holidays and weekends on rare occasions.

Responsibilities

Serve as the highest-level escalation point for support teams and maintain deep expertise in ecommerce platforms and customer journeys.
Lead readiness activities for new products, features, and regional expansions with risk identification and content strategy.
Develop and optimize troubleshooting procedures and support processes for customer service teams.
Lead investigation and resolution for complex customer-impacting issues with cross-functional partners.
Identify trends and risks, proactively developing solutions to improve customer experience and reduce contacts.
Deliver operational insights and readiness assessments to Customer Service leadership and ecommerce stakeholders.
Influence product and operational decisions by providing customer-focused insights throughout the lifecycle.
Build strong relationships with vendors and internal partners to drive improvements and service quality.
Mentor team members and share best practices for readiness, issue management and outcomes.