Fanatics Authentic Fan Services - Seasonal Associate

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. 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. At Fanatics, we operate with a BOLD mindset - We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team. 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 Sportsbook 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.

ABOUT THE TEAM Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA). At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do: · Build Championship Teams · Obsessed with Fans · Limitless Entrepreneurial Spirit · Determined and Relentless Mindset

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