Senior Customer Support Associate
Fanatics, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $26 - $30 per hour
Job Level
Senior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportissue resolutiondocumentationadministrative tasksprocess improvementmultitaskingprioritizationtime management
Soft skills
professionalismempathysound judgmentwritten communicationverbal communicationattention to detailindependent workteam collaboration