Get to know the roleJob Title: eCommerce Product Support Lead
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 results.
- Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
- Building Relationships: Develops and strengthens relationships, adopting a "team first" mentality and working collaboratively to solve problems and meet shared goals.
- Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.
What to expect - An innovative culture driven by impact, delivering meaningful outcomes.
- Company events that celebrate the spirit of Pokémon.
- Competitive cash-based compensation programs.
- 100% employer-paid healthcare premiums for you.
- Generous paid family leave.
- Employer-paid life insurance.
- Employer-paid long and short-term income protection insurance.
- US Employees: 401k Employer Matching.
- UK/IRE/MX Employees: Pension Employer Contributions.
- Fitness reimbursement.
- Commuter benefit.
- LinkedIn learning.
- Comprehensive relocation package for certain roles.
- Hybrid work environment.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.
