Team Lead, Customer Service
3.
6 Jersey City, NJ Jersey City, NJ $78,000 - $90,000 a year $78,000 - $90,000 a year 2 days ago 2 days ago 2 days ago Company Overview Fanatics is building a leading global digital sports platform.
The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative 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 over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.
As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices.
We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans.
Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of our customer-facing processes.
Reporting directly to the Customer Operations Sr.
Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including Commercial, Marketing, Trading, Casino, Product, and Compliance.
You will be instrumental in executing a wide range of customer-centric promotional campaigns that enhance the player experience and drive customer experience.
The ideal candidate has a passion for building brands and creating digital experiences with a knack for solving problems and testing new ideas.
This role requires you to work in an innovative and integrated environment with a one-team mindset.
Act as the primary point of contact to run the daily a team of Senior Agents to offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding Offer continuous feedback and coaching to support Senior Agents and Contracted employees to enhance their performance.
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.
QUALIFICATIONS 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.
Ensure your Fanatics job offer is legitimate and don't fall victim to fraud.
Fanatics never seeks payment from job applicants.
Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.
com).
For added security, where possible, apply through our company website at www.
fanaticsinc.
com/careers Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow.
The ball is in your court now.
Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics' fair labor practices.
NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (Personal Information).
The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.
We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.
For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 Jersey City, NJ Jersey City, NJ $78,000 - $90,000 a year $78,000 - $90,000 a year 2 days ago 2 days ago 2 days ago Company Overview Fanatics is building a leading global digital sports platform.
The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative 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 over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.
As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices.
We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans.
Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of our customer-facing processes.
Reporting directly to the Customer Operations Sr.
Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including Commercial, Marketing, Trading, Casino, Product, and Compliance.
You will be instrumental in executing a wide range of customer-centric promotional campaigns that enhance the player experience and drive customer experience.
The ideal candidate has a passion for building brands and creating digital experiences with a knack for solving problems and testing new ideas.
This role requires you to work in an innovative and integrated environment with a one-team mindset.
Act as the primary point of contact to run the daily a team of Senior Agents to offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding Offer continuous feedback and coaching to support Senior Agents and Contracted employees to enhance their performance.
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.
QUALIFICATIONS 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.
Ensure your Fanatics job offer is legitimate and don't fall victim to fraud.
Fanatics never seeks payment from job applicants.
Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.
com).
For added security, where possible, apply through our company website at www.
fanaticsinc.
com/careers Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow.
The ball is in your court now.
Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics' fair labor practices.
NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (Personal Information).
The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.
We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.
For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA.
Estimated Salary: $20 to $28 per hour based on qualifications.
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