Team Lead, VIP & Loyalty Customer Experience

Overview:

As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of Fanatics Concierge and the Fanatics ONE Host Team - two VIP programs designed to deliver differentiated support and personalized engagement for our highest-value customers. Reporting directly to the VIP Sales Strategy & Ops Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including VIP Account Managers, Commercial, Marketing, Product, and Compliance. You will be instrumental in executing a wide range of customer-centric promotional campaigns that enhance the player experience and drive customer experience. The ideal candidate is an experienced people leader who understands the expectations of VIP customers, can lead both reactive and proactive customer engagement strategies, and is comfortable using customer insights and performance data to improve experiences. This role requires you to work in an innovative and integrated environment with a one-team mindset.

Responsibilities:

• Lead the daily operations of Fanatics Concierge and the Fanatics ONE Host Team, ensuring both programs consistently deliver personalized, high-touch experiences for VIP customers.
• Act as the primary point of contact to run the daily operations for a team of customer experience agents who offer email, chat, SMS, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding service.
• Coach and develop agents on VIP service standards, hospitality, personalization, customer judgment, written communication, issue ownership, and first-contact resolution.
• Balance inbound support demand and proactive outreach priorities, adjusting staffing and workflows to maintain service levels and maximize the impact of both programs.
• Demonstrate comfort working with customer data and attributes in Salesforce, Snowflake, and similar platforms, including building and validating targeted audiences for proactive outreach and engagement initiatives.
• Own the organization and ongoing maintenance of team templates, resources, knowledge articles, and process documentation, ensuring materials remain accurate, current, accessible, and easy for agents to use.
• Address escalated calls, emails, and chats during high-volume periods or system problems to ensure seamless operations and exceptional customer service.
• Monitor key performance indicators (KPIs) daily to ensure the required support volume and quality of interactions are met.
• Identify opportunities for operational improvements and take the lead in implementing practical solutions to enhance team efficiency.
• Handle or support complex, sensitive, and high-priority VIP escalations with empathy, discretion, urgency, and sound judgment.
• Partner closely with VIP Account Managers, Customer Service, Payments, Fraud, Responsible Gaming, Product, Marketing, Commercial, Compliance, and teams across the Fanatics ecosystem to resolve customer needs and coordinate outreach.
• Train support agents on enhanced VIP policies and procedures while encouraging creative and passionate thinking to enhance the user experience.
• Utilize technical expertise to master and teach internal admin systems, review accounts, troubleshoot bugs, and resolve complex issues.
• Provide insights and trends to support loyalty, product, marketing, and operational decisions to the leadership.
• Take charge of managing critical site issues and promptly escalate them to the appropriate channels and leadership for swift resolution.
• Contribute significantly to the daily development and growth of the operation, including involvement in the recruitment and onboarding processes.
• Embrace additional responsibilities as assigned or requested to ensure the team's smooth functioning and provide exceptional support to valued users.
• Serve as a subject matter expert and advocate for the VIP customer experience, helping shape how Fanatics delivers premium support and personalized hosting at scale.
• Embrace additional responsibilities as assigned or requested to support the continued growth and success of Fanatics Concierge and the Fanatics ONE Host Team.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
• Proven experience in customer operations, promotions, or a related field within the betting and gaming industry.
• A passion for leadership & delivering coaching & feedback
• Excellent cross-functional collaboration and communication abilities.
• Data-driven mindset with proficiency in analyzing campaign performance metrics.
• Familiarity with all aspects within the sports betting and gaming industry.
• Strong problem-solving skills and the ability to think strategically.
• Demonstrated ability to work in a fast-paced and dynamic environment.
• Passion for delivering exceptional customer experiences.
• Ability to be flexible to work days, nights, weekends and some holidays.
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment. **Due to certain state licensing requirements, these roles require that you are at least 21 years of age to be eligible for hire