Responsibilities

• Provide exceptional customer support by acting as the primary point of contact for Topps customers, resolving enquiries across products, orders, accounts, and services.
• Deliver a high standard of customer service through multiple communication channels, including email, live chat, phone, and other supported platforms.
• Create positive customer experiences by using sound judgement, taking ownership of issues, and delivering timely, accurate, and customer-focused resolutions.
• Respond to customer enquiries in a professional, compliant, and empathetic manner while meeting service level expectations and company policies.
• Represent Topps and Fanatics Collectibles professionally, acting as a brand ambassador in every customer interaction.
• Build trust and long-term relationships with customers through clear communication, product knowledge, and consistent service.
• Develop and maintain a strong understanding of Topps products, promotions, and internal processes to provide accurate guidance and support.
• Collaborate with cross-functional teams to investigate and resolve customer issues, escalating cases where appropriate to achieve the best possible outcome.
• Accurately document customer interactions and maintain detailed case records in internal systems.
• Support continuous improvement by identifying recurring customer issues, providing feedback, and contributing to process enhancements.
• Carry out additional duties and projects as required to support the Customer Support team and wider business.

Skills and Experience

• Passionate about delivering exceptional customer service with a customer-first mindset.
• Previous experience in a customer service or customer support role (1–2 years preferred).
• Experience as a collector, sports fan, or within the auction industry is highly advantageous, bringing an understanding of the passion, emotion, and trust customers place in acquiring rare, valuable, and highly sought-after items.
• Excellent written and verbal communication skills in English, with a high standard of grammar and spelling.
• Strong interpersonal skills with the ability to build rapport and communicate effectively with customers and colleagues.
• Excellent listening skills with the ability to demonstrate empathy, exercise sound judgement, and proactively resolve customer enquiries.
• Ability to work independently and collaboratively within a fast-paced, high-volume customer support environment.
• Strong organisational and time management skills, with the ability to prioritise workload and meet service level expectations.
• Effective problem-solving skills with a keen attention to detail and the ability to manage multiple tasks simultaneously.
• Adaptable, resilient, and solution-oriented, with the confidence to think creatively and embrace change.
• Comfortable using customer service platforms and CRM systems; experience with Shopify, Genesys Cloud, Kustomer, or similar systems is advantageous.
• Proficient in Microsoft Office applications, including Word and Excel.
• Flexible and willing to work a variety of shifts, including evenings and weekends.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Subject to applicable laws, Fanatics Collectibles may choose to run a background check.

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