Customer Support Associate

About the Role

The Customer Support Associate is the frontline connection between our fans and our digital products. In this role, you’ll deliver first-contact resolution with a consistently positive, professional, and fan-focused experience. You’ll support customers across multiple channels while helping ensure every interaction reflects our commitment to excellence, ownership, and passion for sports and entertainment.

Primary Duties & Responsibilities

• Provide first-contact resolution while delivering a wonderful fan experience
• Respond to customer inquiries, comments, and complaints through multiple channels, including chat and email
• Identify the right problem and deliver the right solution in the right way
• Proactively assist fans through both inbound and outbound interactions to ensure a positive experience
• Model a positive, professional attitude in every fan interaction, every day
• Maintain and contribute to a library of standard responses for common issues
• Identify legitimate technical issues and escalate them to appropriate team members
• Collaborate with internal teams to address technical incidents or crises as they arise
• Develop and maintain strong working knowledge of Topps Digital applications
• Meet fan needs by being available when customer trends dictate, including nights, weekends, and holidays
• Maintain flexibility to work various shifts as required
• Work a full-time schedule of 40 hours per week
• Work overtime as business needs require
• Maintain a dedicated work-from-home space with a minimum internet speed of 2 Mbps download
• Travel may be required on a limited basis for team meetings, training, or business needs, including travel to New York City
• Assume additional responsibilities as assigned

Requirements: Knowledge, Skills & Abilities

• High school diploma or GED required; college education preferred
• 1–3 years of customer service experience, preferably supporting digital products
• Multilingual candidates are encouraged to apply
• Ability to type at least 15 words per minute and score 80% or higher on an eSkill assessment
• Working knowledge of iOS and/or Android devices (both preferred)
• Strong computer skills, including MS Word, Excel, and CRM platforms (Helpshift or Zendesk), as well as Slack
• Appreciation for and understanding of the omni-channel fan journey
• Demonstrated ownership and accountability in every interaction
• Ability to thrive in a fast-paced, high-volume environment
• Passion for sports and/or entertainment, including Baseball, Disney, Marvel, and Star Wars
• Ability to convey a positive and professional image to customers and teammates
• Proven experience de-escalating customer concerns and handling objections effectively
• Ability to remain calm and composed in high-pressure situations
• Demonstrated ability to quickly learn, adapt, and become proficient with new or evolving systems, applications, policies, and procedures

The salary for this position is $22.24- $27.04/hour, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

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 email address (including @collectfanatics.com).  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers.