VIP Loyalty CX Team Lead | Data-Driven Coaching & Ops

Fanatics; Denver (CO); On-site; USD 69,000 - 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 and Gaming is seeking a Team Lead for Customer Operations to oversee Fanatics Concierge and the Fanatics ONE Host Team. You will guide a group of agents delivering high-touch VIP support via email, chat, SMS and phone, ensuring timely resolutions and premium service for our valued customers.

You will leverage data from Salesforce and other platforms to optimize campaigns, collaborate across functions, and drive operational excellence while coaching staff and supporting

Qualifications

• Bachelor’s degree in Business, Marketing or related field required.
• Experience in customer operations, promotions, or related field within betting/gaming.
• Data-driven mindset with ability to analyze campaign performance metrics.
• Strong collaboration and communication across functions.
• Demonstrated leadership and coaching abilities.

Responsibilities

• Lead daily operations for Fanatics Concierge and Fanatics ONE Host Team.
• Manage a team of customer experience agents across email, chat, SMS, and phone.
• Coach agents on VIP service standards and first-contact resolution.
• Balance inbound demand with proactive outreach and staffing.
• Use Salesforce, Snowflake and similar platforms to leverage customer data.
• Maintain team templates, resources, and process documentation.
• Address escalated issues and ensure high-quality customer service.
• Monitor KPIs and drive improvements for efficiency.
• Collaborate with VIP Account Managers, Marketing, Product and Compliance.
• Contribute to recruitment, onboarding and ongoing team growth.

Skills

Leadership

Coaching & Feedback

Cross-functional Collaboration

Data-driven

Campaign Analytics

Problem Solving

Strategic Thinking

Customer Experience

Education

Bachelor's degree in Business/Marketing or related field

Tools

Salesforce

Snowflake

Job description

Fanatics Betting and Gaming is seeking a Team Lead for Customer Operations to oversee Fanatics Concierge and the Fanatics ONE Host Team. You will guide a group of agents delivering high-touch VIP support via email, chat, SMS and phone, ensuring timely resolutions and premium service for our valued customers.

You will leverage data from Salesforce and other platforms to optimize campaigns, collaborate across functions, and drive operational excellence while coaching staff and supporting