Connection is like magic — it gives people community, a sense of belonging. And for brands, it generates loyalty. We’re reinventing how brands and fans connect, bridging the online-to-real-life gap by delivering delightful experiences on-demand. From ideation and sourcing to logistics and customer service, we partner with brands to turn consumers into fans.
Whether it’s helping with a simple question, solving a complex issue, or refining product copy to make our product easier to use, Fooji Fan Experience knows our clients' fans inside and out, and does everything necessary to ensure a consistently positive experience. Ever had bad customer support? Ever felt like you kept having the same problem, or that the rep just wasn’t understanding your issue? There's nothing quite like awesome support, and it takes a team of attentive, empathetic, and critical thinkers who constantly strive for perfection!
Requirements
Team Leadership: Manage and inspire a team of Fan Experience Representatives to consistently deliver exceptional customer service to our fans.
Collaboration: Act as a liaison between the Fan Support team and other departments by attending weekly meetings to gather campaign information and ensure seamless communication between departments.
Team Communication: Lead weekly Fan Experience Team meetings to relay critical information from various departments, ensuring all team members are informed and aligned.
Content Approval: Review and approve fan-facing copy, ensuring it aligns with brand standards and customer communication guidelines.
Complex Response Review: Oversee and approve complex response copy to fans, maintaining a high level of professionalism and accuracy.
Ticket Escalation: Identify and escalate severe tickets to the Director of Operations when necessary, ensuring prompt resolution of critical issues.
Scheduling: Schedule the Fan Experience team based on campaign dates/times and create an on-call schedule for coverage.
Issue Consolidation: Consolidate day-of-campaign issues and relay them to appropriate departments through a dedicated communication channel.
Time Off Management: Approve time off requests for Fan Experience team members, ensuring adequate coverage during campaigns.
Security Protocols: Distribute Google verification codes for 2FA to team members to maintain account security.
FAQ Updates: Update FAQ copy as needed to address common customer inquiries and concerns.
Issue Reporting: Consolidate and report bugs and issues identified by the team to the Director of Operations, and liaise with engineering when necessary for issue resolution.
Budget Management: Enforce a make-good budget for each campaign.
OKR Management: Develop quarterly OKRs (Objectives and Key Results) for the Fan Experience Team and manage progress toward achieving these goals.
Data Gathering and Reporting: Collect relevant data and reporting on Fan Experience metrics and share them cross-functionally to drive improvements.
Standard Operating Procedures: Create and maintain Fan Experience standard operating procedures to ensure consistency and efficiency in customer service operations.
Collaboration with External Partners: Collaborate with Sprinklr representatives and the development team to identify and implement improvements in our fan experience processes.
Warehouse Coordination: Communicate with the warehouse team regarding re-deliveries and delegate related tasks to the team.
Quality Assurance: Perform spot checks on fan experience tickets to ensure accuracy and maintain service quality standards.
Team Development: Interview and manage the training of new Fan Experience team members to ensure they meet our service standards.
Social Media Management: Manage social media postings for accuracy and delegate responsibilities to trained representatives.
Internal Campaign Management: Oversee internal social media campaigns by developing campaign information documents, collaborate with procurement to acquire necessary resources, and work with project management to establish campaign guidelines and rules.
Community Engagement: Oversee community engagement on our social media channels and brand posts, directing customer service inquiries to the appropriate channels for resolution.
Benefits
All of the great perks of a startup environment plus:
We value our work/life balance — and we take out-of-office seriously. Our team works hard and deserves time to rest and recharge. When we say unlimited, we mean it: Get your work done, take off the time you want.
All full-time employees are eligible for 100% paid health, dental, and vision insurance.
We encourage our team to stay curious and keep learning. We offer resources and incentives to enhance your skills and to learn new ones.
As long as you show up and get your work done, we are flexible with your schedule. Feel free to hit snooze.
Take the time you need when growing your family. We provide 20 fully paid weeks for mothers and fathers, including for adoption and surrogacy.
Giving back is important. We want to support our people and the causes they care about. We’ll match your charitable donations to amplify your impact.
The office is where all the fun is, but working from home can be a nice change of pace. We encourage you to work wherever you can do your best work.