Customer Service Team Lead, Fanatics
$78-90k
Office located in New Jersey, Jersey City
Sports merchandise retailer
Job no longer available
Sports merchandise retailer
1001+ employees
Job no longer available
$78-90k
Office located in New Jersey, Jersey City
1001+ employees
Company mission
Fanatics' mission is to ignite and amplify the passion of global fans across their digital sports journey, and maximize the presence and reach for hundreds of partners worldwide.
Role
Who you are
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
- Proven experience in customer operations, promotions, or a related field within the betting and gaming industry
- A passion for leadership & delivering coaching & feedback
- Excellent cross-functional collaboration and communication abilities
- Data-driven mindset with proficiency in analyzing campaign performance metrics
- Familiarity with all aspects within the sports betting and gaming industry
- Strong problem-solving skills and the ability to think strategically
- Demonstrated ability to work in a fast-paced and dynamic environment
- Passion for delivering exceptional customer experiences
What the job involves
- As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of our customer-facing processes
- Reporting directly to the Customer Operations Sr. Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including Commercial, Marketing, Trading, Casino, Product, and Compliance
- You will be instrumental in executing a wide range of customer-centric promotional campaigns that enhance the player experience and drive customer experience
- This role requires you to work in an innovative and integrated environment with a one-team mindset
- Act as the primary point of contact to run the team of Senior Agents to offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding
- Offer continuous feedback and coaching to support Senior Agents and Contracted employees to enhance their performance
- Address escalated calls, emails, and chats during high-volume periods or system problems to ensure seamless operations and exceptional customer service
- Monitor key performance indicators (KPIs) daily to ensure the required support volume and quality of interactions are met
- Identify opportunities for operational improvements and take the lead in implementing practical solutions to enhance team efficiency
- Collaborate with other departments cross-functionally to meet various business needs and contribute to the organization's success
- Train support agents on standard policies and procedures while encouraging creative and passionate thinking to enhance the user experience
- Utilize technical expertise to master and teach internal admin systems, review accounts, troubleshoot bugs, and resolve complex issues
- Provide insights and trends to support product, marketing, and operational decisions to the leadership
- Take charge of managing critical site issues and promptly escalate them to the appropriate channels and leadership for swift resolution
- Contribute significantly to the daily development and growth of the operation, including involvement in the recruitment and onboarding processes
- Embrace additional responsibilities as assigned or requested to ensure the team's smooth functioning and provide exceptional support to valued users
- Play a crucial role in achieving operational success and delivering the ultimate gaming experience
- Review processes & procedures. Submitting knowledge articles to enhance the agent experience
Our take
Fanatics is a sports-based eCommerce company that offers teams and leagues a convenient online platform through which to sell licensed apparel and merchandise. As well as the Fanatics online store, it runs the online stores of dozens of teams and leagues including the MLB, NHL, NBA, and NASCAR. They've also signed a number of exclusive deals to become the sole vendors of officially licensed merch for top athletes across multiple leagues.
It operates using a Cloud Commerce sales system which tracks clicks and purchases on the site as well as sports and player news and updates to inform retail and marketing decisions in real time. The company was first established as Football Fanatics, a chain of bricks-and-mortar stores in malls across Florida. Since then, it has been bought out by GSI Commerce and expanded.
Looking ahead, while its commerce business remains its biggest source of revenue for now, Fanatics has expanded into livestreamed shopping around collectibles and trading cards, acquiring Tops and hiring Snap and Alphabet executive to launch this new business. It also has an NFT arm in Candy Digital, of which it’s the majority owner, as well as a fledgling betting and gaming division.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2022
$700m
GROWTH EQUITY VC
Apr 2022
$1.5bn
GROWTH EQUITY VC
Total funding: $4.8bn
Company benefits
- At Fanatics we place our focus on results and empowerment and encourage you to enjoy your time on and OFF the field with our competitive time off policies
- Fanatics values our internal fans too! Our programs are designed to thank and reward Fanatics athletes for their hard work and commitment to winning as a team
- From breakfast to happy hour and every hour in between – Fanatics employees can enjoy time together at one of our many company events.
- As an employee you will receive a special discount on all of your favorite sports merchandise and memorabilia
- Fanatics cares about the fans around us. We encourage you to partner up with your teammates in giving back and serving the communities where we work and play
- You never know who will show up to the office. You might just meet one of your all-time favorite athletes
- Here at Fanatics we want you to accomplish your goals. We offer tuition reimbursement
- Fanatics cares about helping and supporting our teams in their busy lifestyles. Through wellness relationships with fitness and weight management partners we are here to support you in whatever your lifestyle goals
Company HQ
West Village, New York, NY
Leadership
Michael Rubin
(CEO)Michael founded GSI Commerce in 1998, before co-owning New Jersey Devils and Philadelphia 76ers since 2011. They also founded Fanatics in 2011 alongside roles at ShopRunner, Rue La La, Reform Alliance and Kynetic.
Doug Mack
(Vice Chairman and Board Director, not founder)Previously served as CEO for One Kings Lane. Co-founded and acted as CEO and Director of Scene7.
Salary benchmarks
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