Customer Support Associate
About Us
About the Company
Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology. Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.
Role Summary
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 will report directly to the Senior Manager, Customer Service.
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.
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
What we’re looking for:
- 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
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What they ask for
Required
- 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
As published by greenhouse · 13 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (4)
- Preferred First Name optional
- LinkedIn Profile optional
- Website optional
- What is your base salary compensation expectation?
Pick from a list (9)
- Are you over the age of 18 ?
- Are you a collector?
- This role is designated as on-site and requires working from the office five days per week. Can you meet this requirement?
- Do you now require visa sponsorship for employment?
- Will you in future require visa sponsorship to maintain work authorization?
- Are you able to provide proof of your legal work authorization?
- Are you now, or have you ever been employed by Fanatics, Inc. or any of its affiliates or subsidiaries?
- How did you hear about us?
- Are you subject to any restrictive covenants (e.g., non-compete or non-solicitation agreements)?