Trust & Safety Compliance Specialist

2 weeks ago

Bellevue, Washington, United States The Pokémon Company International Full time
About The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, oversees the brand outside of Asia, managing licensing, marketing, the Pokémon Trading Card Game, the animated series, home entertainment, and the official Pokémon website. Since its inception in Japan in 1996, Pokémon has become one of the leading children's entertainment franchises globally.

Role Overview
  • Position: Organized Play Trust & Safety Specialist
  • Summary: Support the Organized Play and Events teams by documenting policies, investigating reports, and creating actionable items to foster an inclusive environment and ensure compliance with established rules. Manage communications with individuals reporting non-compliance within the Play Pokémon program and oversee compliance-related projects.
  • Classification: Exempt (US Only)
  • Management Role: No
Key Responsibilities
  • Serve as the subject matter expert on compliance related to the Play Pokémon program.
  • Act as the escalation point for compliance issues from Play Pokémon Retail, Professor, Premier Events, and Customer Support teams.
  • Collaborate with the Business Systems team to assess and enhance existing compliance tools and processes.
  • Manage and curate content shared through CRM, ensuring proper queue maintenance.
  • Document, analyze, and review community reports, conducting thorough investigations.
  • Handle appeals related to disciplinary actions.
  • Work with PR, Legal, and other stakeholders on high-profile compliance cases.
  • Create and maintain guidelines for disciplinary actions.
  • Generate reports on trends, report volumes, and key performance indicators related to Trust & Safety.
  • Summarize post-event evaluations to ensure documentation is received and reviewed.
  • Develop presentations, reports, and training materials on Trust & Safety initiatives and facilitate related meetings.
  • Manage compliance-related projects for the Play Pokémon program.
  • Contribute to seminars for the Professor Program and Retail teams, both online and in-person.
  • Handle localization requests for FIGS mailings.
  • Ensure the secure handling of personally identifiable information (PII) in compliance with privacy laws.
  • Represent Trust & Safety at in-person events, assisting with live escalations of sensitive issues.
Qualifications
  • Three to five years of relevant professional experience or equivalent expertise.
  • Specialized experience in trust and safety concerning player and community behavior.
  • Experience in helpdesk support for end users.
  • Proficiency in Microsoft Office Suite.
  • Willingness to travel domestically and internationally (15-20% of the role).
  • Familiarity with current Play Pokémon programs is advantageous.
  • Customer service experience is a plus.
  • Strong attention to detail and accuracy in all responsibilities.
  • Ability to work collaboratively in a team and independently.
  • Excellent organizational and time management skills.
  • Capability to prioritize and manage multiple projects simultaneously with effective follow-up.
  • Solution-oriented and results-driven mindset.
  • Willingness to learn and ask questions.
Compensation: The salary range for this position typically starts between $83,000 and $98,000, with a full range of $83,000 to $123,000, based on qualifications and experience.

Success Factors
  • Passion for Pokémon: Understand the brand's impact on culture, business, and communities, applying this knowledge in your work.
  • Innovative Thinking: Approach challenges with curiosity and creativity, viewing failures as learning opportunities.
  • Integrity and Respect: Lead with empathy, listen to diverse perspectives, and take responsibility for your actions.
  • Commitment to Quality: Maintain high standards and seek continuous improvement through feedback.
  • Relationship Building: Foster collaborative relationships with a team-first mentality.
  • Customer Focus: Understand and address the needs of customers and stakeholders, ensuring they feel valued.
Work Environment
  • Employee-first culture.
  • Company events celebrating the Pokémon spirit.
  • Competitive cash compensation programs.
  • 100% employer-paid healthcare premiums.
  • Generous paid family leave.
  • Employer-paid life and income protection insurance.
  • 401k matching for US employees.
  • Pension contributions for UK/IRE/MX employees.
  • Fitness reimbursement and commuter benefits.
  • Access to LinkedIn learning.
  • Comprehensive relocation package for select roles.
  • Hybrid work environment.
The statements above describe the general nature and level of work performed in this role. They are not exhaustive of all responsibilities and duties required. Employees may be asked to perform additional tasks as needed.

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