Manager, VIP Customer Experience

Company Overview

Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative 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 over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores. 

As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

The base salary range for this role is $77,000 per year - $115,000 per year, depending on job-related knowledge, skills, and experience.  This role is eligible for the Fanatics Betting and Gaming and an equity award.  

*Salary range is listed in USD; ranges will change based on country of residence

In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like GymPass, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $500 to set up your home office!

For information about our benefits, please visit https://benefitsatfanatics.com/

Fanatics Betting and Gaming seeks an accomplished Manager of VIP Customer Service for our operations in Jacksonville,FL. This role is central to enhancing our VIP customer service across the Customer Service, Payment, and Fraud departments. The ideal candidate will be instrumental in fostering a culture of excellence and ensuring our VIP clients receive superior service.

• Selective Recruitment & Supervision:Actively participate in the selection process of VIP Customer Service, Payment, and Fraud agents to ensure the recruitment of top-tier talent.
• Oversee the approach of Jacksonville/Denver VIP agents across Customer Service, Payment, and Fraud departments, maintaining high service standards.
• Performance Management, Coaching, and Service Excellence:Conduct regular performance reviews and provide coaching for continuous improvement across all VIP-related areas.
• Ensure exceptional service standards in VIP customer interactions and monitor the handling of VIP inquiries and issues.
• Support to Payment and Finance Manager:Assist the Payment and Finance Manager, especially in VIP customer transaction-related areas, including large deposits, withdrawals, and AML compliance.
• Collaboration with CS, Payment, and Fraud Leadership:Work closely with leaders of the CS, Fraud, and Payment teams to align strategies and goals.
• Provide support and guidance, fostering a unified approach to VIP operations.
• Training and Development:Collaborate with Learning & Development to enhance training programs, focusing on VIP customer service, payment processing, and fraud detection.
• Technology and Systems:Partner with IT and Engineering to ensure that technology and systems effectively support VIP operations.
• Interdepartmental Collaboration:Engage with teams like VIP Account Management, Conversion, and Culture to ensure a cohesive VIP strategy.
• Workforce Management (WFM) Collaboration:Collaborate with WFM to ensure comprehensive coverage for VIP operations throughout the week.
• Collaboration with Trading Team and Social Media Inquiries:Work with the trading team to set VIP-specific SLAs for inquiries and ensure timely responses.
• Coordinate with Social Media Customer Service to prioritize and effectively manage VIP inquiries.
• Risk Management and Compliance:Ensure all operations in customer service, payment, and fraud comply with legal and internal standards.

• Bachelor’s/University degree or equivalent experience, potentially a Master's degree.
• 5+ years of experience in call center operations, preferably with VIP customer interaction.
• Demonstrated ability to develop a customer-centric culture within a diverse team.
• Strong communication skills, both written and verbal.
• Detail-oriented, organized, and capable of leading initiatives in a fast-paced environment.
• Deep understanding of customer service dynamics, particularly in a VIP context.
• Collaborative and goal-driven, with strong analytical and strategic capabilities.
• Additional Information:This role is a unique opportunity to impact the VIP experience significantly within the exciting world of sports betting and gaming.
• The successful candidate will be a key contributor to driving the VIP culture and ensuring our most valued clients receive the highest standard of service.
• Must be okay with travel for company events and team offsite's.

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.com).  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.

Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.

NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA