Location: Remote - USA
Employment Type: Salaried
Team: Fanatics Betting & Gaming
Fanatics is building a leading global digital sports platform to ignite and harness the passions of fans and maximize the presence and reach for hundreds of partners globally. Optimizing these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as a global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings for fans across the sports ecosystem.
The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through Topps as a cornerstone of the business, building a new model for the collectibles and trading cards hobby with top leagues and players association partners; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Fanatics’ partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs.
As a market leader with more than 9,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.
We’re looking for an Automated Customer Experience (ACX) Bot Manager to leverage the power of an automation-first CX strategy and transform the way we engage and assist our customers.
The conversational chatbot is a cornerstone of our brand interactions, enabling us to offer instant engagement with FBG customers on the channels they prefer, at the time they prefer. This in turn allows our brand to talk more with FBG customers using a consistent brand voice, and drives business results.
As ACX Bot Manager, you will use the bot to implement customer experiences designed to increase interaction volume and conversion rates across the end- to-end customer journey. This includes marketing, sales, support, and post- sales customer care.
You will also be the voice of our customers within the company, looking for feedback and insights that can inspire new product features, improvements, and ideas.
Who You Are
You have 2-3 years experience creating workflows and personalized experiences that are optimized for support and conversion
You have successfully implemented and managed customer-facing resources in the past, such as messaging, knowledge bases, and/or content strategy
You have experience in customer support roles
You are comfortable with building and customizing conversational experiences that reflect brand strategy and tone of voice
You have strong conversational writing and readability skills as they relate to creating personalized customer experiences
You understand the marketing funnel and are eager to learn more about demand generation focused marketing
You are comfortable with a metrics based orientation, and can analyze reports and identify actionable insights to drive new opportunities
You love to experiment and think outside of the box
You have experience documenting feedback that product teams can digest and action
You work well cross-functionally
What You'll Do:
Deliver a bot experience on our app, website and landing pages that is best of class
Deliver a bot experience that enables FBG customers to self-serve and automates complex and highly personalized actions
Work with the Support, Marketing, Product, and Product Marketing teams to expand the use cases for the chatbot across our customers' entire journey with our brand
Leverage data to make optimizations that will support customers better and drive better conversion rates at every stage of the marketing and sales funnel
Work with support, channel, and campaign managers to explore opportunities to deploy automated customer experience within new social channels
Report frequently on chatbot performance and understand levers to pull to optimize towards our goals
Demonstrate a desire to proactively help and serve internal/external customers meet their needs
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
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.
Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.
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 other types of 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.