Manager, Customer Service

TL;DR

Manager, Customer Service (Gamedev): Leading the customer service team in Dublin to ensure a world-class experience for fans of digital games and retail products with an accent on mentorship, operational excellence, and cross-functional collaboration. Focus on driving long-term roadmap planning, improving automation capabilities, and maintaining high service standards across IE and US time zones.

Location: Must be based in Dublin, Ireland (Hybrid work environment).

Salary: €82,000 – €148,000 per year.

Company

The Pokémon Company International manages the Pokémon brand outside of Asia, overseeing licensing, marketing, the Trading Card Game, and digital entertainment.

What you will do

• Manage direct reports, providing mentorship, performance management, and career development.
• Contribute to long-term roadmaps focused on reducing customer friction and increasing automation.
• Establish and track service performance metrics to drive customer satisfaction and operational excellence.
• Collaborate with the U.S. team to ensure consistent global support standards.
• Develop methods to record, assess, and analyze customer feedback.
• Empower the team to act as subject matter experts on products and operational workflows.

Requirements

• Must have the right to live and work in the Republic of Ireland.
• 5+ years of relevant experience with at least 1 year in people management.
• Ability to manage responsibilities across IE and US time zones.
• Willingness to travel internationally 3-4 times per year.
• Availability for an on-call schedule for emergencies.
• Bachelor's degree or equivalent professional experience.

Culture & Benefits

• 100% employer-paid healthcare premiums.
• Pension employer contributions.
• Generous paid family leave and income protection insurance.
• Fitness reimbursement and commuter benefits.
• Access to LinkedIn Learning.
• Innovative culture with company events celebrating the Pokémon brand.