VIP & Loyalty CX Team Lead

Fanatics Commerce; Denver (CO); On-site; USD 66,000 - 99,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Paid time off

Wellhub

Pet Insurance

Family Care Benefits

Free Shipt deliveries

Job summary

Fanatics Betting & Gaming is seeking a Team Lead for Customer Operations in Denver to lead Fanatics Concierge and the Fanatics ONE Host Team, delivering personalized, high-touch VIP experiences for our valued customers. Reporting to the VIP Sales Strategy & Ops Manager, you will drive proactive engagement and cross-functional collaboration across departments.

The ideal candidate has strong leadership, a data-driven mindset, and proven experience in customer operations within the betting and

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.
• Strong leadership and coaching skills.
• Excellent cross-functional collaboration and communication abilities.
• Data-driven mindset with the ability to analyze campaign performance metrics.
• Demonstrated ability to work in a fast-paced, dynamic environment.
• Flexibility to work days, nights, weekends and some holidays.

Responsibilities

• Lead the daily operations of Fanatics Concierge and the Fanatics ONE Host Team to deliver high-touch VIP experiences.
• Manage a team of customer experience agents across email, chat, SMS, and phone support to ensure timely resolutions.
• Coach agents on VIP service standards, hospitality, personalization, and first-contact resolution.
• Balance inbound and proactive outreach to maintain service levels and maximize impact.
• Work with Salesforce/Snowflake for targeted outreach and audience segmentation.

Skills

Leadership & coaching

Cross-functional collaboration

Data-driven decision-making

Problem-solving

Fast-paced adaptability

Flexible hours

Education

Bachelor’s degree in Business/Marketing or related field

Job description

Fanatics Betting & Gaming is seeking a Team Lead for Customer Operations in Denver to lead Fanatics Concierge and the Fanatics ONE Host Team, delivering personalized, high-touch VIP experiences for our valued customers. Reporting to the VIP Sales Strategy & Ops Manager, you will drive proactive engagement and cross-functional collaboration across departments.

The ideal candidate has strong leadership, a data-driven mindset, and proven experience in customer operations within the betting and