Job Description

Role: Collector Experience Representative

Reports to: Manager, Collector Experience

Location: Remote

Other: Full-Time Position

About the Company

Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct-to-consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector-focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.

We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA, among many others - but we’re a nimble, ambitious team building products from the ground up.

If you're passionate about building world-class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.

About the Role

As a Collector Experience Representative, you’ll play a critical role in ensuring that both collectors and sellers feel heard, supported, and valued across Fanatics Collect and Fanatics Live. You will manage inbound inquiries and complex escalations with empathy, speed, and professionalism, while contributing to a high-performing, collector-first team. This is a fast-paced, cross-functional role ideal for someone who thrives in ambiguity, loves problem-solving, and brings a deep passion for the collectibles community.

Responsibilities

• Serve as a primary point of contact for collectors and sellers, managing inquiries and escalations across listings, transactions, account issues, and policy enforcement
• Deliver exceptional support across multiple channels, including chat, email, phone, and social platforms
• Investigate and resolve complex support cases with urgency and care, ensuring long-term solutions and satisfied users
• Collaborate cross-functionally with Product, Legal, Engineering, and Operations teams to address systemic issues and drive improvements in trust, safety, and policy
• Proactively identify trends, root causes, and friction points, and advocate for scalable improvements to tools, workflows, and policies
• Educate users on platform features, policies, and promotions to increase satisfaction and retention
• Maintain detailed case documentation and insights in internal CRM and support tools
• Continuously learn and stay up to date on all Fanatics Collect offerings, platform changes, and industry trends
• Support special projects, launches, and initiatives that enhance the collector experience
• Meet or exceed individual performance metrics while upholding team standards and community values

Qualifications

• Minimum 3 years of experience in customer experience, escalations, or seller support, ideally within ecommerce, marketplaces, or collectibles environments
• Exceptional verbal and written communication skills, with a calm and empathetic approach under pressure
• Highly organized with strong attention to detail, follow-through, and time management
• Strong critical thinking and analytical capabilities to resolve complex customer and operational issues efficiently
• Demonstrated ability to write clear, brand-aligned, and empathetic responses across all support channels
• Must successfully complete a written assessment to evaluate writing skills, customer judgment, and problem-solving mindset
• Proven track record of cross-functional collaboration and the ability to influence outcomes across teams
• Proficient with CRM platforms such as Zendesk, Kustomer, or Salesforce, and adept with modern support technologies
• Passion for collectibles and a deep understanding of collector behavior strongly preferred
• Flexibility to work evenings, weekends, holidays, and overtime based on business needs, including live events, launches, and peak periods

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website atwww.fanaticsinc.com/careers