Customer Support Associate

Fanatics Collectibles • New York, NY

4d • $20 - $25 • Remote

About The Position

Customer Support Associates serve as the primary point of contact between Fanatics Collectibles, Inc. and Collectors, responding to inquiries about products, policies, and services. The role focuses on providing an exemplary Collector experience through web message, voice, and email channels, resolving issues thoughtfully, and maintaining relationships with repeat Collectors. Associates develop thorough knowledge of the company’s product portfolio and release calendar. This is a remote role working EST hours, with a full-time schedule whose hours may vary and may include evenings and weekends. Schedules adjust quarterly. The position reports to the Customer Service Manager.

Requirements

• A positive, Collector-minded approach and a passion for serving customers.
• General knowledge of the trading cards and collectibles industry.
• Strong problem-solving abilities and attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in Microsoft Suite, including Word, Outlook, and Excel.
• Familiarity with contact center performance metrics such as AHT, CSAT, NPS, and schedule adherence.
• Experience handling customer interactions through web message, voice, and email.
• Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly.

Responsibilities

• Liaise between Fanatics Collectibles and Collectors by supporting inquiries and resolving issues.
• Provide exemplary service through web message, voice, and email channels.
• Use good judgment on a case-by-case basis, expedite resolutions, and follow up to ensure Collector satisfaction.
• Build and maintain relationships with repeat Collectors.
• Develop thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar.
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed