Team Lead - Collector Services

Role Overview 

Team Leads shape the Fanatics Fan experience by successfully resolving contacts, monitoring feedback, guiding the team, and training in the memorabilia division at Fanatics Authentic.  This is a leader amongst peers who partners with the Supervisor on customer service skill development, achieving productivity and quality metrics, and employee engagement.  Team Leads are expected to provide personalized and fan-focused experience in all interactions for orders in our general e-comm business for memorabilia at Fanatics Authentic. 

This experience will be rewarding and fun! You will gain skills and experience working on behalf of the global leader of memorabilia.

how you will make an impact:

• Lead a supportive, growth-mindset culture with all members on the team.
• Partner with the Supervisor to consistently monitor and analyze data to drive key KPI's by using data to drive targets including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Quality & Customer Satisfaction. 
• Your natural curiosity can challenge and transform business processes in a fast-paced environment.
• Model a culture of ownership in every customer and employee interaction.
• Value and appreciate customer perspective & handle highly complex and escalated customer contacts to resolution.  
• Inspire and guide a team of Fan Athletes to exceed performance expectations in every customer contact. 
• Motivate and encourage the team to perform at a high level through effective communication and feedback. 
• Develop team skillsets that enable them to perform at their best | Provide clear, constructive feedback. 
• Demonstrate subject matter expertise in Fanatics Fan Experience work procedures and processes.
•  Share your knowledge of memorabilia with the team and Fans.
• Model a positive attitude with each customer after handling high volume of consumer contacts each day. 
• Suggest innovative solutions that improve customer satisfaction.
• Understand the central KPIs, with a focus on NPS, that drive value in the operation and what factors influence them to meet or exceed them.
• Support in continuous improvement project efforts that enhance the business/fan experience.
• Display professionalism working with colleagues and customers.
• Communicates as a team player and coordinates with multiple departments to ensure real-time KPI goals are maintained throughout operating hours, including hybrid/virtual capacities if needed.  

what you bring to the team:

• Ability to make decisions and problem-solve on the spot.
• You thrive in a fast-paced team environment. 
• Be a point of contact for Fanatics Authentic Fans regarding order issues and inquiries. 
• Proactively assist Fans to ensure a positive Fan experience, through inbound and outbound contacts.
• Field calls, emails, and chat message requests from customers who have questions about their orders.  Resolve the issues efficiently!
• Provide first contact resolution with a great experience. 
• Solve the right problem in the right way with the right solution.
• Maintain the highest level of PCI compliance and sensitivity to personal customer information. 
• Demonstrate the ability to effectively promote and verbally navigate Fans through online and mobile self-service options. 
• Meet the Fans’ needs by being available when customer trends dictate, including nights, weekends, and holidays 
• Must be flexible to possibly work various shifts, 40 hours per week.  
• Overtime required as business needs dictate, especially during our Peak (holiday) season.
• Home internet 15 mbps download speed minimum and a dedicated quiet space required for applicable work from home opportunities 
• Assume additional responsibilities as needed 

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You’ll Work and What’s required:

• This position may be remote.

What’s in it for you:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape a our culture that celebrates both individual and team successes. 
• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we’re dedicated to supporting you in all aspects of work and life.

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. 

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, www.fanatics.com.

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).

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