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Trust & Safety Compliance Specialist

2 months ago

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

The Pokémon Company International oversees the Pokémon brand outside of Asia, managing aspects such as brand strategy, licensing, marketing, the Pokémon Trading Card Game, animated series, home entertainment, and the official Pokémon website. Since its inception in Japan in 1996, Pokémon has grown to 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 strategies to foster an inclusive environment and ensure adherence to 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 for the Play Pokémon program.
  • Act as the primary escalation point for compliance issues related to 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.
  • Curate and manage content shared through Customer Relationship Management systems, ensuring proper queue maintenance.
  • Document, analyze, and investigate incoming reports from the community.
  • Manage appeals related to disciplinary actions.
  • Work alongside 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 in-person and online seminars for the Professor Program and Retail teams.
  • Oversee localization requests for communications.
  • Handle personally identifiable information securely and in compliance with privacy regulations.
  • Represent Trust & Safety at in-person events, assisting with live escalations of sensitive issues.
Qualifications
  • 3 to 5 years of relevant professional experience or equivalent expertise.
  • Specialized experience in trust and safety, focusing on community behavior.
  • Experience providing helpdesk support to 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.
  • Experience in customer or client service is beneficial.
  • 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 tasks and manage multiple projects simultaneously.
  • Solution-oriented mindset with a focus on results.
  • Willingness to learn and ask questions.
Compensation: The base salary range for this position typically starts between $83,000 and $98,000, with a full range of $83,000 to $123,000, depending on qualifications and experience.

Success Factors
  • Passion for Pokémon: Understand and appreciate the Pokémon brand and its impact on various stakeholders.
  • Innovative Thinking: Approach challenges with curiosity and creativity, viewing failures as learning opportunities.
  • Integrity and Respect: Lead with empathy, listen actively, and take responsibility for actions and outcomes.
  • Commitment to Quality: Strive for high standards and seek continuous improvement through feedback.
  • Relationship Building: Foster strong relationships and collaborate effectively to achieve common goals.
  • 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 compensation programs.
  • Comprehensive healthcare coverage.
  • Generous family leave policies.
  • Employer-paid life and income protection insurance.
  • Retirement plan matching for US employees.
  • Pension contributions for UK/IRE/MX employees.
  • Fitness reimbursement and commuter benefits.
  • Access to professional development resources.
  • Flexible work arrangements.
The above information outlines the general nature and level of work performed in this role. It is not an exhaustive list of all responsibilities and duties. Employees may be required to perform additional tasks as needed.