Fanatics, Inc.

Senior Manager, Customer Service – Escalations

Fanatics, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

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Salary

💰 $150,500 - $175,000 per year

Job Level

Senior

About the role

  • Lead the global escalation function across social platforms and executive channels, ensuring rapid, accurate, and brand-aligned resolution for high-visibility cases.
  • Expand coverage to support NBA, NFL, and international markets (TEL/EMEA/APAC).
  • Oversee response strategy, tone, risk mitigation, and cross-functional communication for sensitive issues.
  • Serve as point of contact for C-level executives, Legal, PR, Athlete Relations, and Brand on high-impact cases.
  • Maintain strong relationships with high-profile collectors, influencers, and partners.
  • Build and oversee a new global fraud and concession abuse prevention program, including policies, tooling, detection models, and investigative processes.
  • Partner with Digital/e-Comm, Collect, Live, Payments/Fraud, and Risk teams to build end-to-end prevention workflows.
  • Develop frameworks for detecting chargebacks, concession abuse, excessive claims, and cross-platform behavior anomalies.
  • Produce reporting and root-cause insights for Ops, Tech, and Leadership to strengthen controls.
  • Stand up a concierge-level support model for collectors spending $250K+ annually across the Fanatics Collectibles ecosystem.
  • Partner closely with Collector Relations team and the High-End/Portfolio Management team to deliver proactive, white-glove experiences.
  • Build specialized SLAs, personalized routing, case ownership models, and priority workflows for top-tier collectors.
  • Develop strong relationships with VIP collectors to support retention and long-term loyalty.
  • Lead, coach, and develop a high-performing team of Senior Collector Support Associates.
  • Establish clear goals, KPIs, dashboards, and escalation processes across all three workstreams.
  • Collaborate with CS leadership to align strategies with broader org goals.
  • Oversee quality & training expectations for the escalations team and partner with CX Training/QA to scale processes.

Requirements

  • Bachelor’s degree in business, operations, management, or related field (or equivalent experience).
  • 7–10+ years of progressive CX, escalations, or operations leadership experience, ideally in a complex, multi-channel customer support environment.
  • Experience managing high-performing teams and scaling new programs.
  • Strong understanding of customer experience operations, risk/fraud prevention, and high-end/VIP support models.
  • Excellent communication and stakeholder management skills, including executive and cross-functional alignment.
  • Analytical mindset with ability to interpret data, identify trends, and drive process improvement.
  • Proficiency with CRM systems (preferably Genesys or Kustomer), fraud tools, social monitoring platforms (Sprinklr), and escalations technology environments.
  • Ability to navigate ambiguity, shifting priorities, and high-pressure escalations with sound judgment.
  • A customer-first mindset with a track record of delivering exceptional experiences.
Benefits
  • relocation assistance provided
  • health insurance
  • professional development opportunities
  • paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience operationsrisk preventionfraud preventiondata analysisprocess improvementescalation managementcase ownership modelsreportingchargeback detectionconcession abuse detection
Soft Skills
communicationstakeholder managementteam leadershiprelationship buildinganalytical mindsetproblem-solvingadaptabilitycustomer-first mindsetcoachingstrategic alignment