Job Description

ABOUT THIS ROLE At Fandom, a Customer Service Representative on the Community team works closely with fans of tabletop games such as Dungeons & Dragons and delivers the best support for millions of Fandom's users. This role helps us attract potential customers by answering product questions and fulfilling customer needs to ensure customer satisfaction. This is a part of an autonomous, experienced team, involved in all steps of our development process, and allows this role to contribute their own ideas and improvements to our tabletop experiences and products.

 YOU WILL...

• Be on the front lines answering questions and resolving customer issues related to Fandom's DDB and tabletop games products
• Be responsible for maintaining a high level of professionalism and build a positive rapport with every customer
• Track progress and close tickets in order to provide quantifiable metrics for our team's success. 
• Work with our internal teams to stay updated on the latest and greatest of Fandom products and services
• Impact the company's bottom line and overall success by problem-solving and turning frustrated customers into repeat fans of Fandom
• Share knowledge with others
• Give feedback to your peers
• Propose new solutions, ideas, and approaches to business processes

 YOU HAVE...

• 1-2+ years of experience in a customer service role 
• Knowledge of Dungeons & Dragons 5th Edition
• A proven track record of successful customer interactions
• An eye for problem-solving and conflict resolution
• An ability to work with distributed teams in different time zones
• A mindset that is collaborative, and customer-focused
• Proficiency in the English language

 BONUS POINTS IF YOU HAVE...

• Have in-depth knowledge of Cortex RPG 
• Have in-depth knowledge of D&D Beyond website tools

 BENEFITS & PERKS

• Stock options
• Training based on business needs
• Flexible working hours
• Open, energetic and fan-focused, international work environment
• Miscellaneous perks such as wellness programs, swag, etc.

 ABOUT FANDOM Fandom is a global entertainment media brand powered by fan passion. The fan-trusted source in entertainment, Fandom provides a home to explore, contribute to, and celebrate the world of pop culture. Whether looking for in-depth information on favorite fandoms or what's buzzing in entertainment, Fandom has your pop culture curiosities covered through fan-expert knowledge and carefully curated and fun, original multi-platform content.

Fandom has a global audience of almost 300 million monthly unique users and encompasses over 400,000 fan communities. We currently feature more than 55 million pages of content, inclusive of video. Here are our Fandom values:

• WE SERVE A GLOBAL COMMUNITY. Connection with our fans, creators, and partners is at our core, and it's grounded by our active efforts of inclusion.
• WE BUILD EXPERIENCES. We imagine, improve, and deliver solutions.
• WE BRING JOY. We celebrate our fandoms, our teammates, and the work we do.

Fandom is an Equal Opportunity Employer

San Francisco Fair Chance Ordinance Police Code, Article 49

New York Fair Chance Act