This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re looking for a Support Manager who deeply cares about customers and understands that great support is built through strong systems, clear ownership, and disciplined execution. This role is responsible for the day-to-day health of the support operation—ensuring customers get timely, high-quality help, agents are supported and developing, and our tools (including AI) are used intentionally to scale impact. You’ll balance people leadership with operational rigor, and you’ll be expected to think beyond “today’s queue” toward how we serve customers better tomorrow. What You Will Do - Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment. - Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards. - Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods. - Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them. - Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence. - Set clear expectations and follow through—recognizing great work and addressing gaps early. - Foster a culture of ownership, curiosity, and customer empathy. - Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support. - Reinforce high-quality workflows that balance speed, accuracy, and customer experience. - Help translate customer pain into actionable feedback—without noise or exaggeration. - Communicate clearly and confidently with stakeholders at multiple levels. Qualifications - Proven Leadership: 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement. - Talent Development: Passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability. - Communication Mastery: Clear, confident communicator who ensures partners and leadership are always aligned and never surprised. Requirements - Proactive Ownership: Notice potential issues early, take immediate ownership, and bring solutions—not just problems—to the table. - High-Stakes Focus: Lead with urgency when it matters most, simplifying complex situations during peak periods. - Intentional Accountability: Set crystal-clear expectations and provide direct, timely, and constructive feedback. - Data-Driven Judgment: Use metrics and trends to drive decisions while understanding the "why" behind the data. - Balanced Action: Strong bias toward action, tempered by seasoned judgment to consider long-term tradeoffs. - Scalable Impact: Look for ways to use AI and systems to increase efficiency without sacrificing quality. Nice to Haves But Not Required - Experience supporting SaaS products. - Exposure to AI-powered support tools or automation. - Comfort partnering cross-functionally with Product, Engineering, and other customer-facing teams. - Experience leading through change or growth. Benefits - Health + Wellness: Access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7. - Time Off: Competitive PTO package including 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, and paid parental leave. - 401k: 401k match to help invest in your future. - Equipment: Everything you need to be successful, shipped right to your door. - Compensation: Salary range of $53,500 - $80,000, with eligibility for a discretionary bonus. - Location: Permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only). - Accommodations: Applicants requiring accommodations may contact careers@bloomerang.com.

• 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

Overview REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet. Bring your passion for the outdoors to work at REI in this Seasonal remote position! We are looking for problem solvers with a passion for providing exceptional service. Join our call center team as a customer service representative and help us assist our customers and members. In this remote position, you will enjoy the convenience of working from home without the hassle of a daily commute. We are seeking inspired team members who thrive in a fast-paced environment. You enjoy interacting with customers and are adept at conducting online research to find positive solutions. You will use de-escalation techniques, creativity, and effective problem-solving. As an REI customer service representative, you will serve as the eyes and ears of our customers and members. Responsibilities and Qualifications How you will be successful: - Building relationships, inside and outside the organization. - Enjoy communicating effectively and accurately, both verbally and in writing. - Assist customers taking inbound phone calls during your shift, this may be up to 9 hours a day. - Apply your passion for the outdoors, REI products, and gear to serve our customers effectively. - Provide guidance, knowledge and authentic experiences. Bring your best, authentic self We strive for harmony in work and life. We are creating a culture that inspires and enables everyone to bring their whole self and their highest ambitions to work every day. We believe the outdoors is for all! Additional qualifications: - Previous experience in retail and/or customer service call center preferred. - Demonstrate critical thinking by efficiently using a computer and navigating through various screens. - Available to attend a two week sales and service training class. - Reside in one of the following states: Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Maine, Minnesota, Nevada, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin, or Washington state. - Must reside within 100 miles of an REI Retail location for the duration of the position. - Ability to work a flexible work schedule with reliable and predictable attendance. - Minimum age requirement of 18 years. Schedule Requirements To be part of our Contact Center team Opening shift, you should be available at least 2-3 weekdays and both weekend days. Shifts will be scheduled for 4-8 hours per day, between 6 am PST and 4 pm PST. You will be available a minimum of 24 hours per week and up to 40 hours if your availability allows. Your scheduled hours and days will vary based on business volumes. The seasonal end date is June 6, 2026. Mandatory Training Classes: Training 1 AM Week 1 April 20 - April 24, 8 am - 3 pm PST Week 2 April 27 - May 1, 8 am - 3 pm PST OR Training 2 PM Week 1 April 27 - May 1, 12 pm -7 pm PST Week 2 May 4 - May 8, 12 pm - 7 pm PST Technical Requirements As a seasonal employee, you will be working on your own computer or laptop for this position. To perform the duties associated with this position, there are technical requirements we ask of you. These include hardware, software, and internet connection (network) requirements. Your role is to ensure you are familiar with these requirements and have them in place before you apply. Internet (Hard-Wired Only) You must have wired high speed broadband internet connection with: - Download speed: at least 50 Mbps - Upload speed: at least 10 Mbps - Latency (Ping): under 150 ms - Jitter: maximum 30 ms, average 5 ms or less Not Allowed: - Satellite (e.g., Starlink, HughesNet) - Cellular or 5G home internet (e.g., T-Mobile, AT&T Wireless, Verizon) - Hotspots or phone tethering Required setup: - Your computer must be connected directly to your modem/router using an Ethernet cable - Wi-Fi, mesh satellites, or range extenders are not allowed (even if your pc is wired directly to the satellite / range extender) Computer - Windows PC: Windows 11 - Mac: macOS 14 (Sonoma) or newer - SSD drive - Minimum 8 GB RAM (16 GB highly recommended for Windows PCs, per Microsoft) - CPU: Intel i5 / AMD Ryzen 5 / Apple M1 or better Not Allowed: Tablets, phones, Chromebooks, or shared/public computers Additional requirements: Ability to install the Windows App client to connect to AVD Monitor & Accessories: - One monitor with 1080p resolution or higher - Wired headset (REI supplied) — Bluetooth not allowed - At least two available USB ports: - One USB-A for headset - One USB-A or USB-C for REI security device - If you use a mouse (wired or wireless with dongle), plan to need an extra USB port - A USB / Ethernet hub or dock may be needed (not provided by REI) depending on your device (Mac users please note that Apple certified hubs and docks provide more reliable performance - Webcam - Required for all training classes. Workspace: - Quiet, private area - Minimal background noise - No household traffic during shifts *Please note, all job offers are contingent upon successful completion of a background check. Closing At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn. Pay Transparency We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile. Pay Range $15.00 - $18.36 per hour

Overview REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet. Bring your passion for the outdoors to work at REI in this Seasonal remote position! We are looking for problem solvers with a passion for providing exceptional service. Join our call center team as a customer service representative and help us assist our customers and members. In this remote position, you will enjoy the convenience of working from home without the hassle of a daily commute. We are seeking inspired team members who thrive in a fast-paced environment. You enjoy interacting with customers and are adept at conducting online research to find positive solutions. You will use de-escalation techniques, creativity, and effective problem-solving. As an REI customer service representative, you will serve as the eyes and ears of our customers and members. Responsibilities and Qualifications How you will be successful: - Building relationships, inside and outside the organization. - Enjoy communicating effectively and accurately, both verbally and in writing. - Assist customers taking inbound phone calls during your shift, this may be up to 9 hours a day. - Apply your passion for the outdoors, REI products, and gear to serve our customers effectively. - Provide guidance, knowledge and authentic experiences. Bring your best, authentic self We strive for harmony in work and life. We are creating a culture that inspires and enables everyone to bring their whole self and their highest ambitions to work every day. We believe the outdoors is for all! Additional qualifications: - Previous experience in retail and/or customer service call center preferred. - Demonstrate critical thinking by efficiently using a computer and navigating through various screens. - Available to attend a two-week sales and service virtual training class. - Reside in one of the following states: Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Maine, Minnesota, Nevada, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin, or Washington state. - Must reside within 100 miles of an REI Retail location for the duration of the position. - Ability to work a flexible work schedule with reliable and predictable attendance. - Minimum age requirement of 18 years. Schedule Requirements To be part of our Contact Center team Closing shift, you should be available at least 2-3 weekdays and both weekend days. Shifts will be scheduled for 4-8 hours per day, between 10 am PST and 8 pm PST. You will be available a minimum of 24 hours per week and up to 40 hours if your availability allows. Your scheduled hours and days will vary based on business volumes. The seasonal end date is June 6, 2026. Mandatory Training Classes: Training 1 AM Week 1 April 20 - April 24, 8 am - 3 pm PST Week 2 April 27 - May 1, 8 am - 3 pm PST OR Training 2 PM Week 1 April 27 - May 1, 12 pm -7 pm PST Week 2 May 4 - May 8, 12 pm - 7 pm PST Technical Requirements As a seasonal employee, you will be working on your own computer or laptop for this position. To perform the duties associated with this position, there are technical requirements we ask of you. These include hardware, software, and internet connection (network) requirements. Your role is to ensure you are familiar with these requirements and have them in place before you apply. Internet (Hard-Wired Only) You must have wired high speed broadband internet connection with: - Download speed: at least 50 Mbps - Upload speed: at least 10 Mbps - Latency (Ping): under 150 ms - Jitter: maximum 30 ms, average 5 ms or less Not Allowed: - Satellite (e.g., Starlink, HughesNet) - Cellular or 5G home internet (e.g., T-Mobile, AT&T Wireless, Verizon) - Hotspots or phone tethering Required setup: - Your computer must be connected directly to your modem/router using an Ethernet cable - Wi-Fi, mesh satellites, or range extenders are not allowed (even if your pc is wired directly to the satellite / range extender) Computer - Windows PC: Windows 11 - Mac: macOS 14 (Sonoma) or newer - SSD drive - Minimum 8 GB RAM (16 GB highly recommended for Windows PCs, per Microsoft) - CPU: Intel i5 / AMD Ryzen 5 / Apple M1 or better Not Allowed: Tablets, phones, Chromebooks, or shared/public computers Additional requirements: Ability to install the Windows App client to connect to AVD Monitor & Accessories: - One monitor with 1080p resolution or higher - Wired headset (REI supplied) — Bluetooth not allowed - At least two available USB ports: - One USB-A for headset - One USB-A or USB-C for REI security device - If you use a mouse (wired or wireless with dongle), plan to need an extra USB port - A USB / Ethernet hub or dock may be needed (not provided by REI) depending on your device (Mac users please note that Apple certified hubs and docks provide more reliable performance - Webcam - Required for all training classes. Workspace: - Quiet, private area - Minimal background noise - No household traffic during shifts *Please note, all job offers are contingent upon successful completion of a background check. Closing At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn. Pay Transparency We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile. Pay Range $15.00 - $18.36 per hour