Senior Customer Services Advisor

London, England, United Kingdom; Milton Keynes, England, United Kingdom

About Us

Fanatics is building a leading global digital sports platform.

We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet.

Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and i Gaming platform.

Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores.

Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Team

Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology.

Backed by world‑class investors, operators, and sports & entertainment partners, we are building the global leader in next‑generation collectibles.

As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans.

Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.

Role Summary

Fanatics Collectibles is seeking Senior Customer Support Associates to act as escalation specialists within our broader support team, resolving high‑priority issues from internal teams, social media, and executive channels.

Operating remotely in US hours, Sr CSAs provide direct customer support, assist Tier 1 advisors with real‑time challenges, and ensure consistent handling of public and private escalations while maintaining high service standards across channels.

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 elevate 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.

Skills and Experience

• 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.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Subject to applicable laws, Fanatics Collectibles may choose to run a background check.

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