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Fanatics · 3 days ago

Team Lead, Customer Experience

Denver, CO

Full-time

Onsite

Mid, Senior Level

$69K/yr - $99K/yr

Fanatics is a global digital sports platform focused on enhancing the fan experience. The Team Lead for Customer Operations will oversee a team of customer experience agents, ensuring efficient operations and exceptional service while collaborating cross-functionally to drive customer-centric initiatives.

eSportsManufacturingRetailSporting GoodsSports

Responsibilities

Act as the primary point of contact to run the daily operations for a team of customer experience agents who offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding service

Offer continuous feedback and coaching to support a team of customer experience agents to enhance their performance and professional growth

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

Qualification

Customer operations experienceData analysisLeadership skillsBetting industryCross-functional collaborationProblem-solving skillsCoachingCommunicationFlexibility

Required

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

Ability to be flexible to work days, nights, weekends and some holidays

Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment

Due to certain state licensing requirements, these roles require that you are at least 21 years of age to be eligible for hire