Customer Support Associate

Reporting to: Manager, Customer Service

Fanatics Collectibles is a new company working at the intersection of collectibles and technology. Backed by some of the best investors, sports properties, and operators in the world, we’re integrating with Fanatics’ global digital sports platform (inclusive of 900 sports relationships and more than 80 million fans) to reimagine the collectibles business.

Customer Support Associates act as a liaison between Fanatics Collectibles, Inc. and our Collectors as a single point of contact to all Collector inquiries regarding products, policies and services available. This role reports directly to the Customer Service Manager. This is a remote role working EST hours.

Collector Support is at the backbone of what Fanatics Collectibles believes in: relentlessly enhancing the Collector experience. As such, these roles have a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more. Above all else, we are looking for proactive, enterprising people that want to work directly with customers and are looking to start a long, successful career within Fanatics. #LI-Remote

Liaise between Fanatics Collectibles and Collectors by supporting all inquiries and issues

Model exemplary service through web message, voice, and email channels

Delight Collectors: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction

Build and maintain relationships with repeat Collectors

Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar

Additional duties as assigned

Positive, Collector-minded individual with a passion to serve

General knowledge of trading cards and collectibles industry

Strong problem-solving abilities and attention to detail

Excellent interpersonal, verbal, and written communication skills

Able to multitask, prioritize, and manage time effectively

Proficiency in MS Suite, including Word, Outlook & Excel

Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)

Experience working through web message, voice, and email interactions with customers

Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

The salary range represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. For information about our benefits, please visit https://benefitsatfanatics.com/

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