Product Support Lead, eCommerce

The Pokémon Company•Bellevue, WA

6d•Hybrid

About The Position

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.

Requirements

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.

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 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.