Senior Ecommerce Product Support Lead

Pokemoncareers; Bellevue (WA); Hybrid; USD 95,000 - 172,000; Full time

Benefits offered by this job

100% employer-paid healthcare premiums

Generous paid family leave

Employer-paid life insurance

401k employer matching

Job summary

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

You will lead complex problem-solving efforts, influence product and operational decisions, and mentor team members to raise support readiness and

Qualifications

• 5+ years in consumer software support, product support, product operations, or eCommerce.
• Experience leading support planning for product launches or regional expansions.
• Ability to design and optimize support processes and documentation.

Responsibilities

• Serve as escalation lead for support teams and maintain deep expertise in eCommerce platforms and customer journeys.
• Lead readiness activities for new products and regional expansions, including risk identification and content strategy.
• Develop troubleshooting procedures and support processes across platforms.
• Lead investigations and collaborate with cross-functional teams to resolve complex issues.
• Proactively identify customer trends and provide solutions to reduce support contacts.
• Deliver operational insights and recommendations to Customer Service leadership.

Skills

Customer support leadership

Cross-functional collaboration

Analytical skills

Stakeholder influence

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Jira

TFS

Confluence

SharePoint

Workfront

Job description

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

You will lead complex problem-solving efforts, influence product and operational decisions, and mentor team members to raise support readiness and