**Team Lead, Customer Experience Manager**

1 day ago


Denver, Colorado, United States Fanatics Full time
About the Role

We are seeking a highly skilled and experienced Team Lead to join our Customer Operations team at Fanatics Betting & Gaming. As a key member of our team, you will play a crucial role in ensuring our customer-facing processes run smoothly and efficiently, with a particular focus on coordinating with global teams.

Key Responsibilities
  • Customer Service Operations: Manage daily customer service operations, coordinating global teams for seamless communication and workflow.
  • Team Leadership: Lead a team of global support staff, ensuring prompt resolution of issues through email and chat support while maintaining high service standards.
  • Performance Management: Provide continuous feedback and coaching to employees to enhance performance and maintain quality.
  • Escalation Management: Handle escalated emails and chats from the team during high-volume periods or system issues, ensuring smooth operations.
  • Operational Improvement: Identify and implement operational improvements to enhance efficiency and productivity within the global team.
  • Cross-Functional Collaboration: Collaborate cross-functionally with other departments, leveraging global team strengths to meet business needs.
  • Training and Development: Train support agents, including global staff, on standard policies and procedures, fostering creative and passionate thinking to enhance the user experience.
  • Technical Expertise: Utilize technical expertise to master and teach internal systems, troubleshoot issues, and resolve complex problems, particularly those faced by the global team.
  • Insights and Trends: Provide insights and trends from global operations to inform product, marketing, and operational decisions.
  • Critical Issue Management: Manage and escalate critical site issues from global operations to appropriate channels and leadership for resolution.
  • Team Growth and Development: Contribute to the growth and development of the operation, including recruitment and onboarding for both domestic and global teams.
  • Additional Responsibilities: Take on additional responsibilities as needed to ensure the smooth functioning of the global team and deliver exceptional user support.
Requirements
  • Education: Bachelor's degree in Business, Marketing, or related field, or equivalent experience.
  • Experience: Proven experience in customer operations or promotions, with a focus on managing global customer service teams, especially in the betting and gaming industry.
  • Leadership Skills: Passion for leadership, providing coaching and feedback across diverse teams.
  • Collaboration and Communication: Strong collaboration and communication skills, effective with international stakeholders.
  • Data-Driven Decision Making: Data-driven, skilled in analyzing global campaign metrics to drive improvements.
  • Industry Knowledge: Comprehensive understanding of the sports betting and gaming industry, with knowledge of global market trends.
  • Problem-Solving and Strategic Thinking: Strong problem-solving and strategic thinking skills, especially in a global context.
  • Cultural Competence: Experience thriving in a fast-paced, dynamic, and culturally diverse environment.
  • Customer Focus: Commitment to delivering exceptional customer experiences across regions, continually enhancing service quality.


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