Seasonal Customer Experience Agent

Seasonal Customer Experience  Agent

At Fanatics Betting & Gaming (FBG), we’re transforming the digital sports experience for fans around the globe. As we continue to build a dynamic, trusted, and exciting sports platform, we’re hiring Customer Operations Agents who are passionate about customer experience and fraud prevention.

About the Role:

In this role, you’ll serve on the front line of Fanatics, ensuring our customers receive top-tier support while helping to protect the integrity of our platform. You’ll monitor for fraud, escalate suspicious activity, and work across teams like Payments, Compliance, VIP, and Customer Support to ensure a seamless and secure fan experience. Responsibilities:

Communicate directly with customers via email, chat, and phone with professionalism and empathy.
Resolve customer questions, complaints, and issues in a timely and efficient manner.
Share customer insights and trends with cross-functional teams including Product, Marketing, and Operations.
Support Customer Support and VIP teams with escalated or complex cases.
Monitor and analyze withdrawals and account activity for suspicious or fraudulent behavior.
Take appropriate actions to prevent financial losses and protect customer accounts.
Recognize AML red flags and escalate potential violations to the appropriate teams.
Use fraud detection tools and internal alerts to investigate unusual patterns or behaviors.
Maintain compliance with KYC, AML, and all applicable gaming regulations.
Partner with internal teams to identify process improvements and optimization opportunities.Work closely with Payments, Regulatory Operations, and Compliance teams to resolve escalated issues.

Assist management with ad hoc requests and serve as a liaison across departments.
Stay up to date with industry trends and internal policy changes to ensure consistent, high-quality support.

Qualifications:

2–4 years of relevant experience in fraud prevention, payments, customer service, or operations—especially in gaming, banking, or e-commerce environments.
Strong understanding of sports betting, online casino, and payment processes.
Exceptional attention to detail and investigative thinking with a proactive problem-solving mindset.
Strong communication and organizational skills; self-motivated and adaptable in a fast-paced, startup-like environment.

Proficiency in Salesforce and G Suite or Microsoft Office. Intermediate skills in Excel or Google Sheets are preferred.

Flexibility to work days, nights, weekends, and holidays, as needed.

 At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do:
· Build Championship Teams
· Obsessed with Fans
· Limitless Entrepreneurial Spirit
· Determined and Relentless Mindset

This role is in office in our Denver office at 1331 17th Street, Denver CO 80204

$27/hour - 40 hours per week

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. 

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.