Customer Support Associate

Fanatics•New York, NY

10d•$22 - $27•Remote

About The Position

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.

Requirements

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

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