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Salary: USD 66,000 - 99,000 / annual
Fanatics Betting & Gaming is seeking a Team Lead for VIP & Loyalty Customer Experience to lead daily operations of Fanatics Concierge and the Fanatics ONE Host Team—premium support programs for high-value customers. You will report directly to the VIP Sales Strategy & Ops Manager and manage a team of customer experience agents providing email, chat, SMS, and phone support.
Key responsibilities include:
- Lead daily operations ensuring personalized, high-touch VIP customer experiences
- Manage a team of customer experience agents, coaching them on VIP service standards, hospitality, personalization, written communication, and first-contact resolution
- Balance inbound support demand with proactive outreach priorities, adjusting staffing and workflows to maintain service levels
- Work with customer data in Salesforce and Snowflake to build and validate targeted audiences for proactive engagement
- Own organization and maintenance of team templates, resources, knowledge articles, and process documentation
- Address escalated calls, emails, and chats during high-volume periods or system issues
- Monitor KPIs daily to ensure support volume and interaction quality meet targets
- Identify and implement operational improvements to enhance team efficiency
- Handle complex, sensitive, and high-priority VIP escalations with empathy and sound judgment
- Partner with VIP Account Managers, Customer Service, Payments, Fraud, Responsible Gaming, Product, Marketing, Commercial, and Compliance teams
- Train agents on VIP policies and procedures while encouraging creative thinking
- Utilize technical expertise to master internal admin systems, troubleshoot bugs, and resolve complex issues
- Provide insights and trends to support loyalty, product, marketing, and operational decisions
- Manage critical site issues and escalate appropriately
- Contribute to recruitment and onboarding processes
- Serve as subject matter expert and advocate for VIP customer experience
Fanatics is a global digital sports platform with over 100 million fans, 900+ sports properties, and 22,000+ employees. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S., with retail locations including the only sportsbook inside an NFL stadium.
Requirements:
- Bachelor's degree in Business, Marketing, or related field (or equivalent experience)
- Proven experience in customer operations, promotions, or related field within betting and gaming industry
- Passion for leadership, coaching, and providing feedback
- Excellent cross-functional collaboration and communication abilities
- Data-driven mindset with proficiency in analyzing campaign performance metrics
- Familiarity with all aspects of sports betting and gaming industry
- Strong problem-solving skills and strategic thinking ability
- Demonstrated ability to work in fast-paced, dynamic environment
- Passion for delivering exceptional customer experiences
- Flexibility to work days, nights, weekends, and some holidays
- Must be at least 21 years of age and able to pass required licensing as mandated by various state racing and gaming regulatory bodies; failure to obtain or retain licensure results in termination
