Fanatics Authentic Fan Services - Seasonal Associate

As we continue to scale our global platform, the Fan Experience Associate will play a critical role in delivering personalized, fan-focused support for memorabilia orders at Fanatics Authentic. This remote role pays $17.00 per hour.

ROLE OVERVIEW
The Fan Experience Associate is a front-line champion on the Collector Services team at Fanatics Authentic, serving as the primary point of contact for fans seeking assistance with orders and inquiries across our general e-commerce memorabilia business. 
This role demands a genuine passion for sports and a growth mindset, with the ability to create memorable, emotionally resonant interactions across voice, chat, email, and digital channels. The Fan Experience Associate delivers business and fan impact
through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

HOW WILL YOU DRIVE IMPACT
Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

Team & Leadership Impact (Build Championship Teams)

• Collaborate closely with internal departments and external vendor partners to effectively communicate order needs and issues, ensuring seamless resolution and a unified fan experience.

• Partner with the DTC team by appropriately transferring product inquiries and supporting cross-functional knowledge sharing to strengthen the broader Fanatics Authentic service operation.

• Model a culture of ownership and a positive attitude in every interaction, contributing to a team environment where both individual and collective success are celebrated.

Fan & Customer Impact (Obsessed with Fans)

• Serve as the first point of contact for fans and customers, handling inbound and outbound contacts across voice calls, chat, email, and network tickets to resolve questions, comments, and complaints related to orders.

• Deliver first-contact resolution whenever possible, consistently ensuring fans walk away pleased and motivated to return — acting as a brand ambassador who builds genuine emotional connections around the teams, players, and products they love.

• Provide accurate order status information across two platforms and proactively guide fans through online and mobile self-service options to empower self-sufficiency.

• Maintain the highest level of PCI compliance and sensitivity to personal customer information in every interaction, safeguarding fan trust at all times.

Innovation & Problem Solving (Limitless Entrepreneurial Spirit)

• Demonstrate curiosity and adaptability by quickly learning and becoming proficient on new and changing systems, applications, policies, and procedures — including full systems readiness ahead of peak Black Friday volume.

• Identify and apply the right solution to the right problem in every fan interaction, navigating multiple screens simultaneously while accurately typing notes and processing information without losing fan engagement.

• Contribute ideas and observations from the front line to support continuous improvement of tools, processes, and the overall fan experience.

Ownership & Execution (Determined & Relentless Mindset)

• Maintain attendance and availability as a critical commitment, including flexibility to work nights, weekends, holidays, and 40+ hours per week during peak periods, with overtime as business needs dictate.

• Meet all technical requirements for remote work, including a minimum 15–20 Mbps download speed and a dedicated, quiet workspace, ensuring consistent performance regardless of work location.

• Assume additional responsibilities as needed, approaching every task with a determined and relentless mindset that reflects the Fanatics Authentic standard of excellence.

AI & DIGITAL CAPABILITY
We are building a future-ready organization. This role is expected to:
• Apply AI and technology to improve efficiency, quality, and outcomes

• Use data and digital tools to inform decisions and enhance performance

• Demonstrate curiosity and adaptability in adopting new technologies and ways of working

• Contribute to a culture of innovation and continuous improvement

CAPABILITIES & EXPERIENCE YOU BRING
Required Qualifications:

• 2–3 years of customer service and/or contact center experience preferred, with a demonstrated ability to deliver best-in-class fan and customer experiences across all touchpoints.

• Strong written and verbal communication skills, with the ability to convey a positive, professional image to fans and colleagues across every channel.

• Proven ability to effectively de-escalate customer concerns, handle objections, and maintain composure in high-pressure situations.

• Proficiency in navigating multiple screens simultaneously while keeping fans engaged, accurately typing at a minimum of 15 words per minute, and processing information efficiently.

• Experience in e-commerce preferred but not required; passion for sports and an obsession with the fan experience are essential.

• Demonstrated ability to quickly learn, adapt, and become highly efficient on new and/or changing systems, applications, policies, and procedures.

• Home internet with a minimum 15–20 Mbps download speed and a dedicated quiet workspace required for remote work eligibility.

WORK LOCATION

Remote: As a fully remote role, the primary place of performance will be your residence or other approved remote location.