Product Support Lead, eCommerce

The role

The eCommerce Product Support Lead leads customer support readiness and operational support strategy for Pokémon Center customers. This role drives continuous improvements to the customer experience and partners with internal teams to support launches and regional expansion.

What you will do

• Serve as the highest-level escalation point for support teams.
• Lead support readiness activities for new products, features, and regional expansions.
• Develop and optimize troubleshooting procedures and support processes.
• Lead investigation and resolution efforts for complex customer-impacting issues.
• Identify emerging customer trends, operational risks, and support challenges.
• Develop and deliver operational insights and recommendations to leadership.
• Influence product and operational decisions through customer-focused insights.
• Build and sustain strong relationships with vendors and internal partners.
• Mentor team members and share best practices.

Required qualifications

• 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 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.
• Ability to communicate complex support requirements through clear documentation and presentations.
• Proficiency with knowledge management, project management, analytics, and issue-tracking tools such as Zendesk, Jira, Team Foundation Server (TFS), Project, Confluence, SharePoint, and Workfront.
• Willingness to work non-standard work shifts, including evenings, overnight, holidays, and weekends on rare occasions.

Benefits

• 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.

Before you apply

• For roles in the United Kingdom, candidates will need the right to work.
• For roles in Ireland, this role requires the candidates to have the right to live and work in the Republic of Ireland.
• The Company may be able to arrange a visa in some cases.

About the company

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website.