Support Content Lead
The Pokémon Company International
Support Content Lead
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.
The individual will work within a support operations team to produce a body of support content in all supported languages in time for the product or service’s release, and then work with stakeholders across the company to maintain the quality and relevance of the content.
Write, edit, publish, and manage customer support knowledge and localization for all company products and services. This includes content such as external articles, agent responses, banners, website content, policies, and internal knowledge. Ensure adherence to and consistency with brand and editorial standards. Identify opportunities for content improvements and process efficiencies. Collaborate with subject matter experts to ensure knowledge is accurate, up-to-date, and accessible to customers. Leverage content expertise to assist with customer experience projects such as customer intake forms or support site updates. Perform content maintenance sweeps.
Bachelor’s degree in a relevant field or equivalent work experience. 3+ years of editing and writing customer-facing content that includes experience in adapting technical documentation, policy, and/or instructional materials for a diverse, global audience. 1+ years of experience using a content management or knowledge management system. Familiarity with a customer relationship management system such as Zendesk. Experience managing projects using Jira, Workfront, or equivalent system in a cross-time zone environment. Content localization experience. Proven experience clearly representing your editorial recommendations to stakeholders. Familiarity with HTML and Markdown. Proven ability to analyze problems, use critical thinking, and perform research-based investigations. Confidence to ask questions about and challenge the current state of content. Working knowledge of another language (preferably French, Italian, German, or Spanish).
For this role, new hires generally start between €50,000.00 - €59,375.00 per year. The full range is €50,000.00 - €75,000.00 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.
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.
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.