Torchora
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Key Responsibilities and Required Skills for Fan Support Specialist

💰 $45,000 - $65,000

Customer ServiceCommunity ManagementEntertainmentGamingSportsSupport

🎯 Role Definition

As a Fan Support Specialist, you are the front-line ambassador for our brand and the heart of our fan community. Your mission is to ensure every fan interaction is positive, memorable, and reflective of our values. You will handle a wide range of inquiries, from technical troubleshooting and order assistance to general questions about our products, events, or content. This role goes beyond traditional customer service; it's about building genuine connections, fostering a vibrant community, and acting as a crucial link between our fans and our internal teams. You are not just solving problems—you are creating loyal advocates for our brand.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Social Media Coordinator
  • Retail or Hospitality Associate
  • Community Moderator

Advancement To:

  • Senior Fan Support Specialist / Tier 2 Support
  • Fan Support Team Lead
  • Community Manager
  • Customer Experience (CX) Manager

Lateral Moves:

  • Social Media Specialist
  • Customer Success Associate
  • QA Tester (in a gaming context)
  • Marketing Coordinator

Core Responsibilities

Primary Functions

  • Deliver exceptional, high-quality, and empathetic support to our fans by promptly responding to inquiries via email, live chat, social media, and community forums.
  • Expertly troubleshoot and resolve a wide array of fan-reported issues, including account access problems, billing inquiries, technical glitches with our apps or website, and order complications.
  • Serve as a subject matter expert on our products, services, and brand lore, providing accurate and enthusiastic information to enhance the fan experience.
  • Manage and de-escalate sensitive fan situations and complex complaints with patience and professionalism, ensuring satisfactory resolutions that uphold our brand reputation.
  • Assist fans with a variety of transactions, including processing merchandise orders, managing subscriptions or memberships, and handling refunds or exchanges in accordance with company policies.
  • Actively moderate official community spaces, such as Discord servers or forums, to foster a positive, inclusive, and engaging environment for all members.
  • meticulously document all fan interactions, issues, and resolutions within our CRM system (e.g., Zendesk, Salesforce) to maintain accurate records and support data analysis.
  • Identify, track, and escalate emerging issues, widespread bugs, and significant trends in fan sentiment to the appropriate internal teams, such as engineering, marketing, or product development.
  • Author, edit, and maintain a comprehensive internal and external knowledge base, including FAQs and self-help articles, to empower fans and improve team efficiency.
  • Provide real-time support during live digital events, product launches, or major announcements, managing high volumes of concurrent inquiries.
  • Proactively engage with the fan community, identifying opportunities to create positive interactions, celebrate fan creations, and build brand loyalty.
  • Consistently meet and exceed key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction (CSAT) scores.
  • Guide fans through navigating our digital ecosystem, including websites, mobile applications, and online portals, ensuring a seamless user journey.
  • Collaborate on voice-of-the-customer initiatives by tagging tickets accurately and providing qualitative feedback on fan pain points and suggestions.
  • Support fans with ticketing inquiries for both virtual and in-person events, addressing questions about seating, access, and event policies.

Secondary Functions

  • Collaborate closely with the Marketing and Social Media teams to ensure a consistent brand voice and messaging across all fan-facing communications.
  • Participate in the user acceptance testing (UAT) of new products, features, and website updates to identify potential issues before public release.
  • Assist in compiling and analyzing fan feedback to generate weekly or monthly reports for leadership, highlighting key trends and insights.
  • Contribute to the development and refinement of support policies, macros, and workflow automations to continuously improve the fan support process.
  • Monitor brand mentions and relevant conversations across social media platforms to identify support opportunities or address potential PR risks.
  • Assist in onboarding and training new team members by sharing knowledge and best practices for effective fan support.
  • Participate in regular team meetings and training sessions to stay current on all product updates, marketing campaigns, and internal policy changes.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Proficiency: Extensive experience using modern helpdesk and CRM software such as Zendesk, Salesforce Service Cloud, Freshdesk, or Intercom.
  • Community Platforms: Familiarity with managing and moderating community platforms like Discord, Khoros, Vanilla Forums, or Reddit.
  • E-commerce Systems: Working knowledge of e-commerce platforms like Shopify or Magento for troubleshooting order, shipping, and payment issues.
  • Tech Savviness: Strong computer literacy, including proficiency with G-Suite or MS Office, and the ability to quickly learn and adapt to new software and digital tools.
  • Social Media Expertise: Deep understanding of major social media platforms (Twitter, Instagram, Facebook, TikTok) for support and community engagement purposes.
  • Bilingualism: Fluency in a second language (such as Spanish, French, German, or Japanese) is a significant asset for supporting our global fanbase.

Soft Skills

  • Exceptional Communication: Superior written and verbal communication skills, with the ability to articulate complex information clearly and concisely with a friendly and professional tone.
  • Empathy & Patience: A high degree of emotional intelligence and the capacity to remain patient, empathetic, and calm, especially when handling passionate or frustrated fans.
  • Problem-Solving Acumen: Excellent critical thinking and troubleshooting skills, with a talent for investigating issues, identifying root causes, and finding creative solutions.
  • Organizational Prowess: Superb organizational and time-management skills, with a proven ability to multitask, prioritize, and manage a high volume of tasks in a fast-paced environment.
  • Genuine Passion: A demonstrable and authentic passion for our brand, industry (e.g., gaming, sports, music), and community is absolutely essential.
  • Team-Oriented Mindset: A collaborative spirit with the ability to work effectively within a team, share knowledge, and contribute to a positive and supportive work culture.
  • Adaptability: The flexibility to adapt to evolving products, changing processes, and a dynamic work environment with a positive and proactive attitude.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma, GED, or equivalent practical experience.

Preferred Education:

  • Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Communications
  • Marketing
  • Hospitality Management
  • English or Liberal Arts

Experience Requirements

Typical Experience Range:

  • 1-3 years of direct experience in a customer service, community support, or other fan-facing role.

Preferred:

  • We have a strong preference for candidates with 2+ years of experience in a dedicated fan/player support or community management role within the entertainment, video game, professional sports, or music industry. Experience supporting live events or a subscription-based service is highly desirable.
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