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Lead Customer Support Specialist

2 weeks ago

Denver, Colorado, United States Fanatics Full time
Job Description

Fanatics Betting & Gaming is seeking an experienced Lead Customer Support Specialist to join our Customer Operations team. As a key member of our team, you'll play a crucial role in ensuring the smooth operation of our customer-facing processes. Reporting directly to the Customer Operations Manager, your primary responsibility will be to lead a team of customer experience agents and collaborate with various departments to meet business needs.

Key Responsibilities:
  • Manage the daily operations of a team of customer experience agents, providing coaching and feedback to support their growth and development.
  • Collaborate with other departments to identify opportunities for operational improvements and implement practical solutions.
  • Monitor key performance indicators (KPIs) daily to ensure the required support volume and quality of interactions are met.
  • Develop and maintain relationships with internal stakeholders to ensure effective communication and collaboration.

Requirements:
  • 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 communication skills, with the ability to motivate and develop a team of customer experience agents.

What We Offer:
  • Competitive base salary range ($69,000-$99,000 per year).
  • Eligibility for annual bonus program and equity award.
  • Full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and other benefits.