Senior eCommerce Product Support Lead
The Pokémon Company International
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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
Tools
Job description
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.
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