Trust and Safety Associate - Organized Play
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.
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
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
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.
• Hybrid work environment.
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.
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
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
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.
• Hybrid work environment.