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Fanatics · 18 hours ago

Senior Manager, Customer Service - Escalations

New York, NY

Full-time

Hybrid

Senior Level

$150K/yr - $175K/yr

7+ years exp

Fanatics is building a leading global digital sports platform, and they are seeking a highly skilled Senior Manager, Customer Service - Escalations to lead critical global work streams for customer experience. This role involves overseeing a team to drive world-class support experiences, manage escalations, and develop fraud prevention programs for high-end collectors.

eSportsManufacturingRetailSporting GoodsSports

Responsibilities

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

Handle the most complex or sensitive escalated cases directly when required

Partner with Product, Ops, Live, Collect, Digital/e-Comm, Platform, PR, Legal, Athlete Relations, and external vendors as needed

Influence roadmap priorities for fraud tooling, escalation workflows, and VIP servicing

Oversee the implementation and optimization of customer service technologies, automation, and CRM tools

Represent CX in high-priority business initiatives across the Collectibles ecosystem

Monitor KPIs across escalations, fraud prevention, and VIP workstreams

Identify trends and areas for improvement, providing proactive insights to senior leadership

Develop scalable workflows and documentation to support global growth and new product lines

Stay current on industry best practices, fraud trends, escalation management, and collector community dynamics

Qualification

Customer experience operationsFraud preventionTeam leadershipCRM systems proficiencyAnalytical mindsetStakeholder managementProcess improvementCommunication skills

Required

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