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About the Role

Customer Support Associates act as a liaison between Fanatics Collectibles and Collectors, serving as a single point of contact for inquiries regarding products, policies, and services. This role supports Collectors in Japan, with a preference for candidates on the west coast. The position reports to the Customer Service Manager and is a remote role operating during EST hours. This role is crucial to enhancing the Collector experience and offers opportunities for advancement within Fanatics.

Responsibilities

Liaise between Fanatics Collectibles and Collectors by supporting all inquiries and issues
Model exemplary service through web message, voice, and email channels
Delight Collectors by applying good judgment, expediting resolutions, and following up to ensure satisfaction
Build and maintain relationships with repeat Collectors
Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
Perform additional duties as assigned

Requirements

Fluent in Japanese
Positive, Collector-minded individual with a passion to serve
General knowledge of trading cards and collectibles industry
Strong problem-solving abilities and attention to detail
Excellent interpersonal, verbal, and written communication skills
Able to multitask, prioritize, and manage time effectively
Proficiency in MS Suite, including Word, Outlook & Excel
Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)
Experience working through web message, voice, and email interactions with customers in both English and Japanese
Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly

Skills

Web message support
Voice support
Email support
Customer service
Problem-solving
Attention to detail
Interpersonal communication
Verbal communication
Written communication
Multitasking
Prioritization
Time management
MS Suite proficiency
Contact center metrics familiarity

Location

Remote
West coast preference for Japan support

Work Type

Remote
Full-time

Experience Level

Entry level

Salary/Compensations

$20—$25 USD

Benefits

Short-term incentive compensation
Long-term incentive compensation

About the Company

Fanatics is building a leading global digital sports platform, igniting the passions of global sports fans and maximizing presence for sports partners through Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming.
Fanatics Collectibles is a new company at the intersection of collectibles, culture, and technology, aiming to be the global leader in next-generation collectibles.
The company leverages a digital sports platform with over 900 sports properties and engages over 81 million fans.
Fanatics has an established database of over 100 million global sports fans, a global partner network with approximately 900 sports properties, 2,500 athletes and celebrities, and over 2,000 retail locations.
Over 22,000 employees are committed to enhancing the fan experience globally.