Product Support Associate (Organised Play)

Get to know The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, 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: Product Support Associate (Organised Play)
• Job Summary: This role will organise, manage, and deliver projects/programs for the organisation.
• People Manager: No

What you’ll do

• Support launches for new products and/or regions along with providing steady-state product support activities including B2B and B2C Play! Pokémon programs, content development, training development and delivery, vendor coordination, emerging issue identification, support response development and reporting.
• Act as a high-level escalation point in the Customer Service Team and maintain the highest level of product expertise outside of the Organised Play group, escalate to and engage with dedicated Organised Play professionals where appropriate
• Iterate existing support processes and policies with the goal of reducing support contacts and improving the overall customer support experience.
• Collaborate with Organised Play professionals, customer service representatives and other stakeholders to lead calibration and continuous improvement of the customer support experience.
• Identify and advocate for improvements to existing policies and workflows to increase efficiency and reduce customer effort.
• Ability to develop reports and interpret data to inform decisions.
• Occasional weekend and domestic/international travel for live events.        

What you’ll bring

• Three (3) to four (4) years of related professional experience.
• Bachelor's degree or equivalent experience required.
• Implemented or played a key role in developing a support plan for at least one consumer-facing product or offering.
• Prior experience developing issue or incident forecasting.
• Understanding of the product or content localization process.
• Content documentation or training development contribution experience. (Web help design, knowledge base development, call centre training or Train the Trainer)
• Experience working with multiple internal and external stakeholder teams.
• Working knowledge of tools such as JIRA, Confluence, Salesforce, and ZenDesk.
• Ability to analyse complex problems and present solutions.
• Effective communication skills; especially within teams and with technical information.
• Ability to clearly articulate support requirements with thoughtful documentation.
• Experience designing and deploying customer responses including some with sensitive content (adult subjects, triggering topics, bullying, phishing, ban evasion, etc.)
• Experience in an online moderation environment is beneficial.
• Experience with E-sports or competitive sports/gaming communities is helpful.
• Additional experience in international B2B customer service is valuable.

Base Salary Range: For this role, new hires generally start between €54,000.00 - €64,000.00 per year. The full range is €54,000.00 - €81,000.00 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-MW1  #LI-Hybrid

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.

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at accommodationrequest_ta@pokemon.com.