Senior Customer Support Associate

🕒 March 20

🗽 New York – Remote

🗽 New York – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

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Fanatics, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🎮 Gaming

🛒 Retail

🛍️ eCommerce

Gaming • Retail • eCommerce

Fanatics is building a leading global digital sports platform that aims to enhance the fan experience for over 100 million sports enthusiasts worldwide. The company operates across several divisions including Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. They offer fans the opportunity to buy licensed fan gear, jerseys, lifestyle products, and headwear, collect physical and digital trading cards, sports memorabilia, and other digital assets, as well as engage in sports betting. Fanatics partners with over 900 sports properties globally, including major leagues, teams, and athletes, and operates more than 2,000 retail locations. The company is committed to corporate responsibility with a focus on philanthropy, diversity and inclusion, brand protection, and sustainability.

📋 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