Senior Customer Support Associate
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Job Description
Senior Customer Support Associate at Fanatics Collectibles, handling escalated customer contacts and ensuring service integrity via multiple 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.
Requirements:
- 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
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