Fanatics · 15 hours ago
Collector Experience Representative
Portland, OR
Full-time
Onsite
Mid Level
3+ years expFanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. As a Collector Experience Representative, you’ll play a critical role in ensuring that collectors and sellers feel supported and valued while managing inquiries and escalations with empathy and professionalism.
eSportsManufacturingRetailSporting GoodsSports
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
Qualification
Required
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
Regular, in-person attendance required at the Tigard, OR office
Flexibility to work evenings, weekends, holidays, and overtime based on business needs, including live events, launches, and peak periods
Preferred
Passion for collectibles and a deep understanding of collector behavior strongly preferred
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Sports Business Journal
2026-01-23
Sports Business Journal
2026-01-23
Company data provided by crunchbase