Senior Customer Support Associate

## About the Role The Senior Customer Support Associate role at Fanatics is a unique opportunity to work with a leading global digital sports platform that is redefining the collectibles business. As a key member of the Collector Support team, you will be responsible for resolving complex customer issues, providing escalation support, and ensuring that customers receive the highest level of service. This role is ideal for individuals who are passionate about sports, collectibles, and customer support, and are looking for a challenging and rewarding career opportunity.

The Collector Support team is a critical component of Fanatics' business, reflecting the same passion and dedication as the fans they serve. As a Senior Customer Support Associate, you will be working closely with internal teams, social media, and executive channels to resolve high-priority issues and ensure that customers are satisfied with their experience. This role has historically led to advancement into Customer Experience, Product, and Brand Management, making it an excellent career development opportunity.

Fanatics is a dynamic and fast-paced environment that is constantly evolving. As a Senior Customer Support Associate, you will need to be proactive, flexible, and able to adapt to changing circumstances. You will be working remotely in US hours, providing direct customer support, assisting Tier 1 advisors with real-time challenges, and ensuring consistent handling of public and private escalations.

## What You Will Do - Respond to complex and high-priority customer contacts across email, phone, and chat, applying sound judgment to drive resolution - Manage escalations from internal teams, executive channels, and public-facing platforms such as X, Instagram, and Facebook - Manage escalated contacts involving high-value or VIP collectors, ensuring sensitive issues are handled with discretion, urgency, and consistent executive-level support expectations - Monitor social channels for brand- or exec-tagged posts, engaging publicly or via DM using assigned tools to resolve issues quickly and professionally - Support daily service operations by flexing across regions to help stabilize global coverage during periods of high volume - Provide peer-level guidance to Tier 1 agents, supporting workflow continuity and reinforcing best practices across shifts - Maintain up-to-date knowledge of product releases, collector policies, and tooling to deliver accurate and timely support - Identify, quantify, and escalate emerging or systemic issues impacting the collector experience - Document all case activity thoroughly in support platforms to ensure clear handoffs and visibility - Execute administrative tasks including refunds, returns, and stock allocations in accordance with regional policy - Participate in process improvement efforts, providing feedback and insight to help evolve tools, workflows, and policies

## What We Are Looking For - Minimum 3 years of customer support or related experience, preferably in a fast-paced, high-volume environment - Strong understanding of the trading cards and collectibles industry, including collector behavior and product lifecycles - Proven ability to resolve complex or escalated issues with professionalism, empathy, and sound judgment - Experience handling public-facing issues, including social media support or executive-level escalations - Excellent written and verbal communication skills with the ability to manage sensitive conversations across diverse customer profiles - Strong attention to detail and consistent documentation habits in CRM or case management systems - Comfortable navigating multiple platforms and tools simultaneously (Genesys, Shopify, Stripe, etc.) - Proficient in Microsoft Word and Excel - Confident working independently while contributing to team-wide priorities in a distributed, remote setting - Strong multitasking, prioritization, and time management abilities

## Nice to Have - Experience working in a remote or distributed team environment - Familiarity with the sports or collectibles industry - Knowledge of customer support software and tools - Certification in customer support or a related field

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a leading global digital sports platform - Flexible remote work arrangement - Professional development and career advancement opportunities - Access to a dynamic and supportive team environment - Recognition and reward for outstanding performance - Comprehensive health and wellness programs - Generous paid time off and holiday schedule

- Develop a strong understanding of the trading cards and collectibles industry, including collector behavior and product lifecycles, to increase your chances of success in this role - Highlight your experience with customer support software and tools, such as Genesys, Shopify, and Stripe, in your application and interview - Showcase your ability to work independently and contribute to team-wide priorities in a distributed, remote setting - Prepare examples of times when you have resolved complex or escalated issues with professionalism, empathy, and sound judgment - Be prepared to discuss your experience with public-facing issues, including social media support or executive-level escalations, and how you handled them effectively - Emphasize your strong written and verbal communication skills, and your ability to manage sensitive conversations across diverse customer profiles - Research the company culture and values, and be prepared to discuss how you align with them and can contribute to the team's success