Sr Customer Support Associate

Fanatics•New York, NY

55d•$26 - $30•Remote

About The Position

Fanatics Collectibles is a new company working at the intersection of collectibles and technology. Backed by some of the best investors, sports properties, and operators in the world, we’re integrating with Fanatics’ global digital sports platform (inclusive of 900 sports relationships and more than 80 million fans) to reimagine the collectibles business. Fanatics Collectibles is the licensed trading card division of Fanatics – a global digital sports platform that allows fans to Buy, Collect, and Bet. Collector Support is core to our business, reflecting the same passion as the fans we serve. These roles have historically led to advancement into Customer Experience, Product, and Brand Management. We’re looking for proactive, detail-oriented individuals eager to grow within a fast-paced, evolving environment. #LI-Remote Senior Customer Support Associates act as escalation specialists within our broader support team, resolving high-priority issues from internal teams, social media, and executive channels. Operating remotely in US hours, Sr CSAs provide direct customer support, assist Tier 1 advisors with real-time challenges, and ensure consistent handling of public and private escalations while maintaining high service standards across channels.

Requirements

Minimum 3 years of customer support or related experience, preferably in a fast-paced, high-volume environment
Strong understanding of the trading cards and collectibles industry, including collector behavior and product lifecycles
Proven ability to resolve complex or escalated issues with professionalism, empathy, and sound judgment
Experience handling public-facing issues, including social media support or executive-level escalations, is preferred
Excellent written and verbal communication skills with the ability to manage sensitive conversations across diverse customer profiles
Strong attention to detail and consistent documentation habits in CRM or case management systems
Comfortable navigating multiple platforms and tools simultaneously (Genesys, Shopify, Stripe, etc.)
Proficient in Microsoft Word and Excel
Confident working independently while contributing to team-wide priorities in a distributed, remote setting
Strong multitasking, prioritization, and time management abilities
Flexible schedule availability, including evenings, weekends, and high-demand periods (e.g., product drops, seasonal events)
Willingness to provide peer-level support and contribute to onboarding or process improvement initiatives

Responsibilities

Respond to complex and high-priority customer contacts across email, phone, and chat, applying sound judgment to drive resolution.
Manage escalations from internal teams, executive channels, and public-facing platforms such as X, Instagram, and Facebook.
Manage escalated contacts involving high-value or VIP collectors, ensuring sensitive issues are handled with discretion, urgency, and consistent executive-level support expectations.
Monitor social channels for brand- or exec-tagged posts, engaging publicly or via DM using assigned tools to resolve issues quickly and professionally.
Support daily service operations by flexing across regions to help stabilize global coverage during periods of high volume.
Provide peer-level guidance to Tier 1 agents, supporting workflow continuity and reinforcing best practices across shifts.
Maintain up-to-date knowledge of product releases, collector policies, and tooling to deliver accurate and timely support.
Identify, quantify, and escalate emerging or systemic issues impacting the collector experience.
Document all case activity thoroughly in support platforms to ensure clear handoffs and visibility.
Execute administrative tasks including refunds, returns, and stock allocations in accordance with regional policy.
Participate in process improvement efforts, providing feedback and insight to help evolve tools, workflows, and policies.