The Role:

Initial Schedule: Wednesday – Sunday, 11:30 a.m. – 8:00 p.m. PT

Schedule Requirement:

Our Fan Operations team plays a key role in supporting fans year-round. We’re open 365 days a year to make sure our customers have the best experience possible. Our phone lines operate from 5:00 a.m. to 8:00 p.m. PT.

We use a shift-bid process twice a year, which gives team members the opportunity to express their preferred schedules. Shifts are assigned based on a combination of performance metrics, attendance, and length of service (tenure). While schedules may occasionally change to meet business needs, we always provide at least two weeks’ notice before any new schedules take effect.

Above & Beyond: The Impact You'll Make:

• Fan Loyalty: Drive fan loyalty through empathetic and effective support, as measured by Net Promoter Score (NPS).
• Customer Satisfaction: Maintain or exceed CSAT goals for all interactions.
• Efficiency: Manage time effectively while handling multiple conversations during peak periods.
• Resilience: Handle a high volume of inquiries, including occasional escalated or emotionally charged situations, with professionalism and composure.
• Reliability: Maintain consistent attendance and responsiveness during scheduled shifts.
• Collaboration: Contribute to a supportive team environment by sharing knowledge and engaging in solution-oriented communication.
• Other Duties: Perform additional responsibilities as assigned.

Always Be Curious: Skills You've Learned Along The Way:

Technical Skills:

• Customer Interaction: Ability to deliver high-quality support across multiple channels (Voice, Chat, SMS, Email).
• Multi-tasking: Proficiency in using multiple tools simultaneously while actively engaging with fans.

Interpersonal Skills:

• Adaptable Communication: Effectively adjusts communication style to meet fan needs.
• Problem-Solving Mindset: Proactively identifies recurring issues and suggests process improvements to enhance efficiency.

Decision-Making and Critical Thinking:

• Uses judgment and available resources to make confident, timely decisions, especially under pressure or tight deadlines.

Minimum Qualifications:

• Education: Bachelor’s degree or equivalent experience required.
• Experience: Minimum of 2 years in a contact center, providing direct support via phone, email, and chat.
• Other Requirements:
• Reliable high-speed internet (minimum 50 Mbps download, 10 Mbps upload).
• A quiet, distraction-free home office with ergonomic furniture.
• Availability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

• Prior experience with CRM systems, especially Kustomer.
• Familiarity with learning management systems such as Absorb.

What Makes You a Gamechanger:

• CSAT: Achieve a minimum score of 80%.
• Quality Score: Maintain a minimum score of 80%.
• SLA: Achieve an 80% SLA (Service Level Agreement).
• Tests: Meet a minimum score of 80% on assessments.

Keys to Success:

• Regular participation in team meetings.
• Utilizing resources available in the Learning Management System.
• Active collaboration and knowledge-sharing with peers.

What we can offer:

• Accrued PTO
• Competitive hourly rate & equity package
• Monthly Gametime credits for any event ($1,200/yr)
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• 401k, HSA, pre-tax savings programs
• Wellness programs
• Tenure recognition