At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

Role Overview

As the captain of our Social Media Fan Services squad, you'll report directly to the Social Media Manager. Your playbook? Lead, motivate, and drive the success of a winning team. You’ll be the go-to coach for a group of dedicated Social Media Fan Advocates, guiding them to achieve big wins with our fans.

You’re all about customer and team experience, keeping the energy high and the positivity rolling. This role backs up our fan engagement on platforms like Facebook, X, Reddit, Instagram, and more, always with the goal of boosting brand loyalty and voice. Plus, you’ll be in the social listening huddle, ready to give key insights to other departments.

Sports run through your veins, and you're the type to crush it in sports trivia. You know how to handle the heat of tight deadlines, all while making game-changing decisions for a team of 50+ Advocates and Leads. Whether it's directing traffic, escalating situations, or finding the right game plan across departments, you’ll lead with confidence, even when the play is outside your usual zone.

With the “Obsessed with Fans” mentality, you’ll be the voice of the fans, delivering sharp social listening reports to upper management. If you're ready to step up, lead the team, and become the MVP of social media fan engagement, this is your chance to shine!

how you will make an impact:

• When the lights shine the brightest, you’re the real MVP! You take ownership of critical decision making when assisting your teammates with for escalated Fan interactions.
• When an audible is called, you’re ready to go! You quickly adapt to important changes to help lead our team to victory whenever your name is called!
• Coach your teammates during necessary plays to ensure quality assurance metrics are met and all responses to Fans consistently represent a world-class Fanatics social media customer service experience and improve our team’s NPS.
• Analytics are important too! Review company-related social media metrics and insights across our 900+ social channels to be the voice of the Fans and tell the story of what they’re saying.
• After the big game, you know how to watch the film! Confidently report on social listening data to provide Fanatics general managers with weekly and monthly updates on our team’s big wins and improvement opportunities.
• When we fumble, you recover! Follow up with Fans that provided negative survey feedback from their social media experience to turn a bad play into a touchdown!
• Whether you’re helping us score the game-winning points or preparing for the next big moment, you excel at managing projects and your time to ensure all mandatory deadlines are met, no matter the play!
• You communicate quickly and efficiently with company buyers when Fans want to see us improve our product roster!
• You’re not just an All-Star Athlete, you’re Team SoMe’s biggest Fan too! To continue our fantastic team morale, you’re always in the front row motivating, supporting, and cheering on your teammates to succeed!
• Make sure all Fans are heard! You’re prepared to make the call over the phone to always provide that wow experience, even when an escalated Fan is unavailable on social media platforms.
• Need to go back to the drawing board and design a brand-new play? You’ve got this! When new social media verbiage is needed as soon as possible, you quickly provide examples to all teammates to use when trick plays are called.
• When there’s breaking news, you’re our Senior Insider! Keep your teammates prepared for recent changes by providing clear Social Alerts to ensure our team always knows the who/what/where/why/how.
• If the game is headed to extra innings, the walk-off home run comes from you! You’re flexible for various shifts and mandatory extra time when our teammates and our Fans needs us the most.
• Put your creative playbook into action, using authentic writing skills to craft emotional connections that have Fans loving our brand.
• Elevate our game towards relentlessly enhancing the Fan experience by being someone who says what they'll do and then does it. Be the person who just gets it done!
• Uses data-driven plays to implement continuous improvement strategies, resulting in measurable wins for the team.
• Makes strategic, clutch decisions to juggle competing priorities without dropping the ball.
• Acts as the go-to expert for handling fan, team member, and Team Lead questions, ensuring everyone stays on their A-game.
• Communicates effectively to ensure resources are used efficiently and operational issues are tackled like a well-executed play.
• Provides regular feedback to help the team level up and hit their performance goals.
• Carries out supervisory responsibilities in line with organizational policies and applicable laws, ensuring we play by the rules.
• Uses data analysis to map out the best course of action, making sure every play counts.
• Holds the team accountable for their performance, quality of work, and growth, pushing them to hit peak potential.
• Leverages company resources and workshops to foster professional growth and turn rising stars into champions.

OTHER RESPONSIBILITIES MAY INCLUDE:

• Recruit, Train, and Develop the Team: Scout, hire, and train top talent, ensuring every player knows their role on the field. Plan, assign, and direct work with a clear strategy to set the team up for success.
• Performance Coach: Evaluate performance like a head coach, offering constructive feedback, rewarding standout efforts, and helping team members overcome barriers.
• Problem Solver and Playmaker: Break through obstacles with strong analytical and problem-solving skills. You might not always have the answer, but you know how to find the right play to get there.
• Fan-Centered Mindset: Always keep the fan experience front and center, valuing their perspective to ensure we’re delivering an all-star experience.
• Quick on Your Feet: Thrive in a fast-paced, team-driven environment where quick decisions and problem-solving are second nature.
• Top-Tier Communication: Understand the needs of internal and external fans, communicating clearly and effectively while working to build strong relationships.
• Team Player with Vision: Blend seamlessly with the management team as a great listener, team builder, and advocate for our shared goals and vision.
• Drive Performance: Own and drive the team’s performance, hitting key metrics like FCR, Quality, NPS, and more, while keeping an eye on the scoreboard.
• Collaborative Leader: Lead with a team-first mindset, building collaborative relationships and keeping everyone on the same page to reach collective goals.

what you bring to the team:

• College degree required.
• Strong preference for candidates with knowledge of sports history, teams, and leagues. You are sports-obsessed and have a passion for building connections with fans.
• 3+ years of work experience in customer service and/or call center environment preferred.
• 2+ years of previous experience providing customer support via social media preferred, across common platforms (Communications, Public Relations, or Sports Media).
• Understand social media platforms, their functionalities, and their unique uses across the social landscape. Possess social listening skills and experience in building keyword queries.
• Multi-lingual candidates are a plus (preferred Spanish, French and German)
• Excellent verbal, written and interpersonal communication skills.
• Good Decision Making and Critical Thinking Skills, taking calculated risks
• Comfortable taking calculated risks, adapting quickly in a fast-paced, complex environment. Can adjust and execute the play when your number is called.
• Demonstrates a team-first mentality, taking ownership and embracing the ups and downs of every fan's journey with us in every interaction, just like a true athlete on the field.
• Advanced knowledge of Excel, strong verbal, written, and presentation skills
• Strong analytical reasoning and problem-solving skills

At Fanatics, we value transparency and honesty. If you don’t meet every single requirement, that’s okay – we still want to hear from you! We believe in the power of diverse experiences and talents. If you’re excited about the role and confident that you can contribute, don’t hesitate to apply. We’re genuinely interested in how your unique skills and perspective can help us build something amazing together.

Where You’ll Work and What’s required:

Office – Typical Office environment with little exposure to excessive noise, dust, temperature, and the like. Extended use of computer keyboard and viewing of computer monitor for daily tasks and potential virtual meetings. Ability to sit for long periods of time.

What’s in it for you:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you’ll be empowered to help shape a our culture that celebrates both individual and team successes.
• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we’re dedicated to supporting you in all aspects of work and life.