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For Companies At a Glance
- Tasks: Resolve high-priority customer issues and support Tier 1 advisors in a dynamic environment.
- Company: Join Fanatics, a leading global digital sports platform igniting fan passions.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Remote work with a flexible schedule and excellent career advancement opportunities.
- Why this job: Make a real impact on the fan experience while working with a passionate team.
- Qualifications: 3+ years in customer support, strong communication skills, and knowledge of collectibles.
The predicted salary is between 30000 - 40000 £ per year.
Overview
About Fanatics: 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 iGaming 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.
Role Summary: Senior Customer Support Associate acts 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 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.
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.
Senior Customer Services Advisor employer: Fanatics
Contact Detail:
Fanatics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Services Advisor
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Fanatics on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by researching common customer service scenarios. We should practice how to handle escalated issues and demonstrate our empathy and problem-solving skills. Role-playing with a friend can help us nail it!
✨Tip Number 3
Show off our passion for sports and collectibles during the interview. Let’s share personal stories about our experiences as fans or collectors. This will help us connect with the team and show we understand their mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, we can keep track of our application status easily.
We think you need these skills to ace Senior Customer Services Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Services Advisor role. Highlight your relevant experience in customer support, especially in high-pressure environments, and show us how you can handle escalations like a pro!
Show Off Your Communication Skills: Since this role involves a lot of written communication, we want to see your best writing skills. Keep it clear, concise, and professional. Don’t forget to proofread for any typos or errors – first impressions matter!
Demonstrate Your Industry Knowledge: We’re looking for someone who understands the trading cards and collectibles industry. Share any relevant experience or insights you have about collector behaviour and product lifecycles to show us you’re the right fit.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Fanatics
✨Know Your Stuff
Make sure you brush up on the trading cards and collectibles industry. Familiarise yourself with collector behaviour and product lifecycles, as this knowledge will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved complex customer issues in the past. Think about situations where you had to use sound judgment and empathy, especially in high-pressure environments. This will demonstrate your ability to handle escalations effectively.
✨Be Social Media Savvy
Since the role involves managing public-facing issues, be ready to discuss your experience with social media support. Share specific instances where you’ve engaged with customers on platforms like X, Instagram, or Facebook, and how you resolved their concerns professionally.
✨Demonstrate Team Spirit
Highlight your ability to work independently while also contributing to team goals. Discuss any experiences where you provided peer-level support or participated in process improvements, as this shows you’re a team player who values collaboration.