Team Lead, Customer Experience

Fanatics; Denver (CO); On-site; USD 69,000 - 99,000; Full time

Job summary

Fanatics is seeking a Team Lead for Customer Experience to oversee the daily operations of customer-facing processes. This role involves leading a team, enhancing customer experiences through promotional campaigns, and collaborating with various departments in a dynamic betting environment. The candidate should have a strong leadership passion and the ability to think strategically.

Benefits

Medical, Dental, Vision coverage

401K

Paid time off

Pet Insurance

Family Care Benefits

Qualifications

• Proven experience in customer operations, particularly in betting and gaming.
• Exceptional communication abilities.
• Flexibility to work varying shifts.

Responsibilities

• Lead a team of customer experience agents, providing support via email, chat, and phone.
• Monitor KPIs to ensure operations meet quality standards.
• Train support agents on policies and procedures.

Skills

Leadership

Problem-solving

Collaboration

Customer experience

Data analysis

Education

Bachelor's degree in Business, Marketing, or a related field

Job description

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Job Description

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, Trading, Casino, 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.

Job Description

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, Trading, Casino, 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.

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.
  
  

Qualifications

• 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
  
  

The base salary range for this role is $69,000-$99,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program.

In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and other benefits like Wellhub, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more.

For information about our benefits, please visit https://benefitsatfanatics.com/

About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About The Team

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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