Trust and Safety Associate - Organized Play

The Pokémon Company International•Bellevue, WA

1d•Hybrid

About The Position

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. Pokémon was launched in Japan in 1996 and today is one of the most popular children’s entertainment properties in the world. 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. Job Summary: Work to support the Organized Play and Events teams to investigate and document reports and follow action items to ensure an inclusive environment while upholding the rules of compliance. In addition, you will assist with operational projects within the Compliance pillar and collaborate with Senior team members and Management to identify process improvements and new opportunities.

Requirements

One (1) to three (3) years of professional experience in customer support, operations or a similar field
Experience with helpdesk support and/or end-user support
Strong attention to accuracy and detail
Ability to work in a team environment and the initiative to work independently
Growth mindset with a willingness to learn, drive, and collaborate on projects
Solutions oriented with a focus on driving results with data whenever possible
Strong organizational and time management skills. Must be able to prioritize and follow through on action items
Proficiency in Microsoft Office Suite
All applicants are required to submit a cover letter (maximum one page) answering the following prompt: in your own words, why do you want to work on the Trust & Safety team for Organized Play, and what is your general philosophy/approach to trust and safety?

Nice To Haves

Familiarity with tools such as Zendesk and Salesforce is preferred
Experience with background check audits and/or applicant screening is a huge plus
Experience with current Play! Pokémon programs is a huge plus

Responsibilities

Handle compliance requests across Play! Pokémon partner teams
Collate, summarize, and ensure action on post event evaluations and reports
Assist with managing respective CRM queues and emails, escalating for sensitive cases, when necessary, with recommendations
Conduct thorough investigations with accurate documentation and appropriate actions referencing current policies
Review and assess disciplinary appeals with proper follow-up
Collaborate with PR, Legal, and other stakeholders on highly sensitive reports
Collaborate with partner teams to evaluate and enhance Compliance tools and processes
Assist with presentations, create reports, and update training materials on Trust and Safety practices; facilitate meetings on content as needed
Contribute to Compliance related projects for the Play! Pokémon program as needed
Handle PII discreetly and securely in compliance with respective privacy laws
Travel and/or remote weekend support may be required for in-person events to manage live escalations as a Trust and Safety representative and to connect with regional markets and partners
Identify policy and guidelines optimizations to ensure operational excellence and alignment across all Trust and Safety pillars
Assist with documentation for internal workflows, be comfortable providing recommendations for improvements
Manage localization requests for the team