VIP Concierge Lead – Loyalty & Customer Experience

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

Benefits offered by this job

Medical

Dental

Vision

401K

Paid time off

Job summary

Fanatics Betting & Gaming is seeking a Team Lead for VIP & Loyalty Customer Experience in Denver. You will lead Fanatics Concierge and the Fanatics ONE Host Team, delivering personalized, high-touch support to our VIP customers and coordinating with multiple departments to drive engaging campaigns and improved experiences.

The role requires strong leadership, a data-driven mindset, and comfort with cross-functional collaboration in a fast-paced betting and gaming environment.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• Proven experience in customer operations within betting and gaming.
• Strong leadership and coaching skills; able to collaborate across teams.

Responsibilities

• Lead the daily operations of Fanatics Concierge and Fanatics ONE Host Team to deliver high-touch VIP experiences.
• Act as primary contact for a team of customer experience agents across email, chat, SMS, and phone.
• Coach and develop agents on VIP standards, hospitality, personalization, and first-contact resolution.
• Balance inbound support with proactive outreach, adjusting staffing to maintain service levels.
• Work with Salesforce, Snowflake, and similar platforms to manage audience targeting for proactive outreach.
• Maintain team templates, resources, and knowledge articles; keep materials accurate and accessible.
• Address escalations during high-volume periods to ensure seamless service.
• Monitor KPIs daily to ensure volume and quality targets are met.
• Identify opportunities for operational improvements and lead implementations.
• Handle complex VIP escalations with empathy and sound judgment.
• Collaborate with VIP Account Managers and cross-functional teams to resolve customer needs.

Skills

Leadership

Customer Ops

Data-driven

Cross-functional collab

Industry knowledge

Problem solving

Adaptability

Licensing knowledge

Education

Bachelor's degree

Job description

Fanatics Betting & Gaming is seeking a Team Lead for VIP & Loyalty Customer Experience in Denver. You will lead Fanatics Concierge and the Fanatics ONE Host Team, delivering personalized, high-touch support to our VIP customers and coordinating with multiple departments to drive engaging campaigns and improved experiences.

The role requires strong leadership, a data-driven mindset, and comfort with cross-functional collaboration in a fast-paced betting and gaming environment.