Director of Customer Care - Social Media

Company: Fanatics Inc
Location: Jacksonville
Posted on: February 23, 2021

Job Description:

Director of Customer Care - Social Media Fanatics is the global leader in licensed sports merchandise and changing the way fans purchase their favorite team apparel and jerseys. Through an innovative, tech-infused approach to making and selling fan gear in today's on-demand culture, Fanatics operates more than 300 online and offline stores, including the e-commerce business for all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA), major media brands (NBC Sports, CBS Sports, FOX Sports) and more than 200 collegiate and professional team properties, which include several of the biggest global soccer clubs (Manchester United, Real Madrid, Chelsea, Manchester City). Fanatics offers the largest collection of timeless and timely merchandise whether shopping online, on your phone, in stores, in stadiums or on-site at the world's biggest sporting events. About the Team At Fanatics, our business is handled "By Fans, For Fans." When a customer needs help with an order, we know that the right people to help are true fans themselves. Our Fan Services team is dedicated to the highest quality customer experience ensuring that the needs of our Fans are not only met, but exceeded at every turn. Shaping a world-class Fan Experience is what we strive for daily. We are a team that instills ownership at all levels of the organization and has a passion for Our People, Our Processes, and Our Fans. This role will be responsible for developing and executing all operational activities related to social media customer care and real-time crisis response. The role will focus on identifying areas for improvement, optimizing Standard Operating Procedures and processes, solving challenging problems, and most importantly, helping to prevent them in future. You will have working knowledge on industry standards for KPIs and SLAs for Social Media Support. This role works in close collaboration with the Public Relations, Marketing, and Legal, and will be looked to as the Subject Matter Expert for operational functions from a Social Media Care perspective.-- GENERAL DUTIES & RESPONSIBILITIES:

• Leads a team of Social Media Customer Care Specialists and QA analysts
• Builds and sustains a positive culture that is engaging, empowering, and focused on our purpose and vision
• Exhibits ownership while providing appropriate solutions to complex customer issues and resolve escalated situations
• Establishes growth mindset practices that support development and succession planning.
• Applies data-driven Continuous Improvement methods that drive measurable process improvement
• Uses strategic decision-making to manage multiple competing priorities effectively
• Serves as a subject matter expert for customer service in the social media space
• Provides frequent motivational performance feedback to drive performance
• Lead day-to-day social media customer care activities (listening/monitoring and escalating/responding), including triage methodology, prioritization of inbound messages, response rate and response time of outbound 1:1 message, and quality control
• Primary point of contact for white glove service for social escalations, and high-profile media/influencers.
• Gather, analyze, and utilize relevant data and social trends to develop improvements for process, policy, and product improvements. This includes internal tools to improve supporting customers via Social Media channels.
• Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly--
• Communicate with and understand the needs of internal and external customers.
• Mesh well with the existing management team by being a good listener, a team builder, and an articulate advocate of our collective vision.
• Drives individual and overall site performance in relevant KPIs (i.e. One Contact Resolution, Quality, CSAT, Adherence, AHT, NPS, etc.)--
• Fosters positive relationships, communicates as a team player and coordinates with multiple departments to ensure real-time service level objectives are maintained throughout operating hours GENERAL KNOWLEDGE, SKILLS & ABILITIES:
  • 1 + years' experience working with Salesforce, Salesforce Social Studio and JIRA
  • Deep understanding of social media and customer service processes and procedures, with willingness to continually learn/adapt to new technology and strategies
  • Strong attention to detail, including the ability to quickly dissect and document a situation into a concise "story" for future learning
  • Customer obsessed and data oriented to see through change that can fundamentally help grow the business
  • Exceptional creative writing and excellent verbal and written communication skills
  • Superior emotional intelligence, a kind and empathetic disposition
  • Possess a sensational personality, tons of patience, and the willingness to get involved in day to day activities
  • Crisis management for social media
  • Provide clear, constructive direction and feedback
  • Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
  • Value and appreciate the customer perspective
  • Active decision-making and problem -solving
  • Thrive in a fast-paced team environment EDUCATIONAL REQUIREMENTS:
    • Bachelor's degree in marketing, digital marketing, journalism, or sports management
    • 5+ years of experience in customer care or community management, with at least 3+ years working in a social media community-- Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now. Ensure your Fanatics job offer is legitimate and don't fall victim to fraud. Fanatics never seeks payment from job applicants. Fanatics recruiters will only reach out to applicants from an @fanatics.com or @fanatics.co.uk email address. For added security, where possible, apply through our company website at www.fanaticsinc.com/careers NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.--We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

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