• Provide first-contact resolution while delivering a wonderful fan experience • Respond to customer inquiries, comments, and complaints through multiple channels, including chat and email • Identify the right problem and deliver the right solution in the right way • Proactively assist fans through both inbound and outbound interactions to ensure a positive experience • Model a positive, professional attitude in every fan interaction, every day • Maintain and contribute to a library of standard responses for common issues • Identify legitimate technical issues and escalate them to appropriate team members • Collaborate with internal teams to address technical incidents or crises as they arise • Develop and maintain strong working knowledge of Topps Digital applications • Meet fan needs by being available when customer trends dictate, including nights, weekends, and holidays • Maintain flexibility to work various shifts as required • Work a full-time schedule of 40 hours per week • Work overtime as business needs require • Maintain a dedicated work-from-home space with a minimum internet speed of 2 Mbps download • Travel may be required on a limited basis for team meetings, training, or business needs, including travel to New York City • Assume additional responsibilities as assigned