Collector Experience Representative

About the Company

Fanatics is creating a major global digital sports platform that helps sports fans buy, collect, and bet through a broad ecosystem spanning commerce, collectibles, and gaming. Its business connects fans with licensed merchandise, trading cards, memorabilia, live shopping, and betting products, supported by a large global audience, extensive sports partnerships, and a workforce focused on improving the fan experience.

Fanatics Collect is a worldwide product and technology organization focused on reshaping the collectibles space. The team is building products such as Topps.com, Fanatics Collect, Fanatics Live, and Voggt to deliver a stronger collector-centered experience. Backed by Fanatics’ scale and sports relationships, the group operates with the speed of a startup while building from the ground up.

Role Overview

The Collector Experience Representative is responsible for supporting collectors and sellers across Fanatics Collect and Fanatics Live. The role involves handling inquiries, resolving complex issues, and managing escalations with professionalism, empathy, and urgency. It is a fast-moving, cross-functional position suited to someone who enjoys solving problems, working through ambiguity, and serving a collector-first community.

Key Responsibilities

You will act as a key contact for users who need help with listings, transactions, account concerns, and policy-related matters. You will support customers across chat, email, phone, and social channels, investigate difficult cases, and work toward durable resolutions. The role also includes partnering with Product, Legal, Engineering, and Operations to address recurring issues and improve trust, safety, and policy enforcement. In addition, you will watch for patterns, root causes, and friction points, share insights that can improve workflows and tools, keep thorough documentation in internal systems, stay current on platform changes and collectible industry trends, contribute to launches and special projects, and meet performance goals while supporting team standards and community values.

Qualifications

The position calls for at least 3 years of experience in customer experience, escalation handling, or seller support, preferably in ecommerce, marketplaces, or collectibles. Strong written and verbal communication, a steady and empathetic tone under pressure, excellent organization, careful attention to detail, and reliable follow-through are important. You should be able to think critically, analyze issues, and respond clearly and in a brand-appropriate manner across support channels. Candidates must complete a written assessment covering writing quality, customer judgment, and problem-solving. Experience working across teams and influencing outcomes is needed, along with familiarity with CRM tools such as Zendesk, Kustomer, or Salesforce. A genuine interest in collectibles and an understanding of collector behavior are strongly preferred. The schedule must be flexible enough to cover evenings, weekends, holidays, and overtime when needed for live events, launches, and peak demand.

Additional Information

This is a full-time remote position. The salary range is $20 to $22 USD per hour in base pay only, and it does not include short-term or long-term incentive compensation. Final pay may vary based on location, experience, qualifications, and training. Fanatics also notes that applicants should be alert to recruitment fraud: the company does not request payment from candidates, interview communication should come from a Fanatics email address including @collectfanatics.com, and applicants may verify opportunities through the company careers site. By applying, candidates agree to the terms of service and acknowledge the Candidate Privacy Policy. Benefits information is available separately from the company.