Team Lead, Customer Experience

Fanatics Inc•Denver, CO

40d•$69,000 - $99,000

About The Position

As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of our customer-facing processes. Reporting directly to the Customer Operations Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including Commercial, Marketing,, Product, and Compliance. You will be instrumental in executing a wide range of customer-centric promotional campaigns that enhance the player experience and drive customer experience. The ideal candidate has a passion for building brands and creating digital experiences with a knack for solving problems and testing new ideas. This role requires you to work in an innovative and integrated environment with a one-team mindset.

Requirements

Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
Proven experience in customer operations, promotions, or a related field within the betting and gaming industry.
A passion for leadership & delivering coaching & feedback
Excellent cross-functional collaboration and communication abilities.
Data-driven mindset with proficiency in analyzing campaign performance metrics.
Familiarity with all aspects within the sports betting and gaming industry.
Strong problem-solving skills and the ability to think strategically.
Demonstrated ability to work in a fast-paced and dynamic environment.
Passion for delivering exceptional customer experiences.
Ability to be flexible to work days, nights, weekends and some holidays.
Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment. Due to certain state licensing requirements, these roles require that you are at least 21 years of age to be eligible for hire

Responsibilities

Act as the primary point of contact to run the daily operations for a team of customer experience agents who offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding service.
Offer continuous feedback and coaching to support a team of customer experience agents to enhance their performance and professional growth.
Address escalated calls, emails, and chats during high-volume periods or system problems to ensure seamless operations and exceptional customer service.
Monitor key performance indicators (KPIs) daily to ensure the required support volume and quality of interactions are met.
Identify opportunities for operational improvements and take the lead in implementing practical solutions to enhance team efficiency.
Collaborate with other departments cross-functionally to meet various business needs and contribute to the organization's success.
Train support agents on standard policies and procedures while encouraging creative and passionate thinking to enhance the user experience.
Utilize technical expertise to master and teach internal admin systems, review accounts, troubleshoot bugs, and resolve complex issues.
Provide insights and trends to support product, marketing, and operational decisions to the leadership.
Take charge of managing critical site issues and promptly escalate them to the appropriate channels and leadership for swift resolution.
Contribute significantly to the daily development and growth of the operation, including involvement in the recruitment and onboarding processes.
Embrace additional responsibilities as assigned or requested to ensure the team's smooth functioning and provide exceptional support to valued users.
Play a crucial role in achieving operational success and delivering the ultimate gaming experience.
Review processes & procedures. Submitting knowledge articles to enhance the agent experience.