Senior Customer Services Advisor

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🕒 4 days ago

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Fanatics

WebsiteLinkedInAll Job Openings

10,000+ employees

🛍️ eCommerce

🛒 Retail

⚽ Sports

💰 $700M Private Equity Round - Fanatics on 2022-12

eCommerce • Retail • Sports

Fanatics is a global sports merchandise and commerce company that designs, produces, and sells licensed sports apparel, memorabilia and fan gear. The company operates a large e-commerce and retail platform that partners with professional leagues, teams, and brands, and runs business units focused on merchandising operations and technology (e. g. , Fanatics ONE), brand protection, and a global footprint to serve fans worldwide. Fanatics emphasizes enhancing the fan experience, corporate responsibility, and investor relations.

📋 Description

• 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.

🎯 Requirements

• 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, is preferred • 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 • Flexible schedule availability, including evenings, weekends, and high-demand periods (e.g., product drops, seasonal events) • Willingness to provide peer-level support and contribute to onboarding or process improvement initiatives

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities