Collector Experience Representative

🔥 52 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $20 - $22 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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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

• Serve as a primary point of contact for collectors and sellers, managing inquiries and escalations across listings, transactions, account issues, and policy enforcement • Deliver support across chat, email, phone, and social platforms • Investigate and resolve complex support cases with urgency and care • Collaborate with Product, Legal, Engineering, and Operations teams on systemic issues, trust, safety, and policy improvements • Identify trends, root causes, and friction points and advocate for scalable improvements to tools, workflows, and policies • Educate users on platform features, policies, and promotions to increase satisfaction and retention • Maintain detailed case documentation and insights in internal CRM and support tools • Stay current on Fanatics Collect offerings, platform changes, and industry trends • Support special projects, launches, and initiatives that enhance the collector experience • Meet or exceed individual performance metrics while upholding team standards and community values

🎯 Requirements

• Minimum 3 years of experience in customer experience, escalations, or seller support, ideally in ecommerce, marketplaces, or collectibles • Exceptional verbal and written communication skills • Strong organization, attention to detail, follow-through, and time management • Strong critical thinking and analytical capabilities • Ability to write clear, brand-aligned, empathetic responses across support channels • Must successfully complete a written assessment evaluating writing skills, customer judgment, and problem-solving • Proven cross-functional collaboration and ability to influence outcomes across teams • Proficiency with CRM platforms such as Zendesk, Kustomer, or Salesforce and modern support technologies • Passion for collectibles and deep understanding of collector behavior strongly preferred • Flexibility to work evenings, weekends, holidays, and overtime based on business needs, including live events, launches, and peak periods

🏖️ Benefits

• Base salary of $20–$22 USD per hour • Benefits information provided at https://benefitsatfanatics.com/ (specific benefits are not listed in the posting)