Manager, Customer Service

Company OverviewFanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative 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 over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.  As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
We are seeking a highly skilled and experienced Customer Service Manager (CSM) to oversee and optimize our remote contact center operations supporting our collector community. As CSM, you will be responsible for managing a team of Tier 1 customer service representatives (CSRs) supporting trading card collectors. Your expertise in customer service strategies, operational efficiency, and team leadership will be critical in driving customer satisfaction, loyalty, and retention. 
If you are a results-driven leader with a strong focus on customer satisfaction and operational excellence, we invite you to apply for the role of Customer Service Manager. Join our team and play a pivotal role in shaping our contact center's success and customer-centric culture.

Responsibilities:

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance management to ensure a high level of productivity and professionalism.
• Develop and implement customer service strategies and policies to enhance customer satisfaction and achieve service level targets.
• Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for operational efficiency.
• Collaborate with cross-functional teams, such as player licensing, marketing, and operations, to align customer service objectives with overall business goals.
• Establish and maintain strong relationships with key stakeholders, including top collectors, vendors, and internal teams, to ensure seamless communication and collaboration.
• Oversee the implementation and utilization of customer service technologies and tools to optimize efficiency and improve the customer experience.
• Conduct regular training and development programs for customer service representatives to enhance their product knowledge, communication skills, and problem-solving abilities.
• Handle escalated customer issues or complaints, providing prompt and effective resolution while maintaining a customer-centric approach.
• Stay updated on industry best practices and emerging trends in customer service and trading cards hobby to proactively implement improvements and ensure competitiveness.
• Prepare regular reports and presentations on customer service performance, highlighting achievements, challenges, and actionable recommendations for continuous improvement.

Requirements:

• Bachelor's degree in business administration, management, or a related field. An equivalent combination of education and experience may be considered.
• Proven experience as a Customer Service Manager or in a similar role within a contact center environment with a minimum of 5-7 years of progressive experience.
• Knowledge of trading cards, sports collectables and memorabilia is strongly preferred, but not required.
• Excellent leadership and people management skills, with a track record of effectively managing and developing high-performing teams.
• Strong understanding of contact center operations, customer service strategies, and industry best practices.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Proficiency in using customer service sof