Product Support Lead, eCommerce

The Pokémon Company International•Bellevue, WA

4d•$95,000 - $172,000•Hybrid

About The Position

The eCommerce Product Support Lead leads customer support readiness and operational support strategy for Pokémon Center customers. Acting as a subject matter expert, this role drives continuous improvements to the customer experience and partners with internal teams on launches, enhancements, and regional expansion initiatives. The lead directs complex problem-solving efforts and influences product and operational decisions using customer and support insights. This is an exempt role with no people-management responsibility.

Requirements

Five to seven years of experience in consumer software support, product support, product operations, or an 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, including identifying trends, evaluating business impacts, and recommending 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. Examples include Zendesk, Jira, Team Foundation Server (TFS), Project, Confluence, SharePoint, and Workfront.
Must be willing and able to work non-standard shifts, including evenings, overnight, holidays, and weekends on rare occasions.

Responsibilities

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 for new products, features, and regional expansions, including identifying customer-facing risks, forecasting incidents, planning readiness, and developing support content strategies.
Develop and optimize troubleshooting procedures and support processes for customer service teams across eCommerce platforms and experiences.
Lead investigation and resolution of complex customer-impacting issues, working with cross-functional teams to identify root causes and implement long-term solutions.
Identify emerging customer trends, operational risks, and support challenges, and proactively develop solutions that improve customer experience and reduce support contacts.
Develop operational insights, readiness assessments, and recommendations for 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 relationships with vendors and internal partners, driving process improvements and service quality initiatives across teams.
Mentor team members and share best practices to improve support readiness, issue management, and customer outcomes.