Fanatics · 10 hours ago
Sr Customer Support Associate
United States
Full-time
Remote
Mid, Senior Level
$26/hr - $30/hr
3+ years expFanatics is a global digital sports platform that integrates collectibles and technology. The Sr Customer Support Associate will act as an escalation specialist, resolving high-priority customer issues and providing direct support while maintaining high service standards.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
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
Qualification
Required
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
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
Preferred
Experience handling public-facing issues, including social media support or executive-level escalations
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Rochester Business Journal
2025-12-24
2025-12-24
Company data provided by crunchbase