Manager, Customer Service

Get to know The Pokémon Company International

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. 

Learn more online at corporate.pokemon.com and pokemon.com.

 Get to know the role

• Job Title: Manager, Customer Service
• Job Summary:  This role is a key leader and customer advocate responsible for maintaining high standards of service for external customers. They manage the Customer Service team in Dublin.
• Overall, Customer Service is responsible for creating a world-class customer experience, resolving and escalating issues as necessary, working with internal partners to drive issues to resolution, and reporting on customer sentiment. The team supports all types of customer experience, from retail sales to digital games. The Manager, Customer Service in Dublin will collaborate with the U.S. team to ensure a consistent high-quality customer experience.
• FLSA Classification (US Only): Exempt
• People Manager: Yes

 

What you’ll do

• Manage direct reports across disciplines including mentorship, performance management, and career development responsibilities. Assist with recruiting, interviewing, onboarding, and developing future in-region staff.
• Contribute to long-term roadmap planning focused on reducing customer friction, improving self-service and automation capabilities, and increasing customer retention and lifetime value.
• Empower the team to serve as subject matter experts on products, platforms, and operational workflows, ensuring high-quality escalation management and consistent global support standards.
• Enable the Customer Service organization with the knowledge and guidance needed to consistently apply business processes, policies, and quality standards while supporting customer and organizational outcomes.
• Establish success metrics within the team and track clear service performance metrics across teams to drive customer satisfaction, operational excellence, and continuous improvement.
• Develop and implement methods to record, assess, and analyze customer feedback.

               

What you’ll bring

• Five+ (5+) years of relevant experience, plus a minimum of one (1) year of people management experience or a demonstrated equivalent level of expertise.
• Bachelor's degree in a related field or a demonstrated equivalent level of applicable experience.
• Strong desire and demonstrated ability to lead and develop direct reports through mentorship, coaching, and growth-focused leadership.
• Ability and willingness to travel internationally as needed to the other TPCi offices three (3) to four (4) times per year.
• Required to be on the on-call schedule for emergencies.
• Familiarity with task tracking platforms and project management tools.
• Experience leading and collaborating across multiple functions, with the ability to adapt communication and leadership styles to different audiences.
• Ability to effectively manage responsibilities and communications across IE and US time zones.[i]
• Strong interpersonal and communication skills.

 

Base Salary Range: For this role, new hires generally start between €82,000.00 - €109,000.00 per year. The full range is €82,000.00 - €148,000.00 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.

 

#LI-Hybrid #LI-MK1

How you’ll be successful

• 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.

 

What to expect

• 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.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at accommodationrequest_ta@pokemon.com.