Customer Support Associate

About the Role

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.

What You’ll Be Doing

• 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

Requirements & Tech Stack

• 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

Qualifications

This role has a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more.