Team Lead, VIP & Loyalty Customer Experience

Team Lead, VIP & Loyalty Customer Experience About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods;

collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sports book and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes;

and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sports book is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sports book inside an NFL stadium at Northwest Stadium.

Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

Overview:

As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of Fanatics Concierge and the Fanatics ONE Host Team - two VIP programs designed to deliver differentiated support and personalized engagement for our highest-value customers. Reporting directly to the VIP Sales Strategy & Ops Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including VIP Account Managers, Commercial, Marketing, Product, and Compliance.

You will be instrumental in executing a wide range of customer‑centric promotional campaigns that enhance the player experience and drive customer experience. The ideal candidate is an experienced people leader who understands the expectations of VIP customers, can lead both reactive and proactive customer engagement strategies, and is comfortable using customer insights and performance data to improve experiences. This role requires you to work in an innovative and integrated environment with a one-team mindset.

• Lead the daily operations of Fanatics Concierge and the Fanatics ONE Host Team, ensuring both programs consistently deliver personalized, high-touch experiences for VIP customers.
• Act as the primary point of contact to run the daily operations for a team of customer experience agents who offer email, chat, SMS, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding service.
• Coach and develop agents on VIP service standards, hospitality, personalization, customer judgment, written communication, issue ownership, and first-contact resolution.
• Balance inbound support demand and proactive outreach priorities, adjusting staffing and workflows to maintain service levels and maximize the impact of both programs.
• Demonstrate comfort working…