Customer Service Associate, Greater China

Customer Service Associates act as a key liaison between Fanatics Collectibles, Inc., frontline customer service team, and internal stakeholders. This role focuses on resolving escalated Collector issues, enabling frontline support success, and ensuring accurate follow-through on complex post-purchase cases involving fulfillment coordination and exception handling. This role reports directly to the Customer Service Manager. Collector Support is at the backbone of what Fanatics Collectibles believes in: relentlessly enhancing the Collector experience. In this role, you will help improve service quality and operational execution through strong case ownership, clear cross-functional communication, and disciplined documentation. Key Responsibilities

• Own escalated customer cases from frontline support, ensuring timely investigation, resolution, and follow-up.
• Provide guidance and support to frontline customer service teams on case handling, policies, and escalation processes.
• Own local processes for defect card requests, redemption fulfillment, replacements, and related customer resolutions, including validation, tracking, and delivery coordination.
• Coordinate with Global and local stakeholders to ensure timely fulfillment, accurate tracking, and seamless customer experience.
• Maintain accurate case documentation, reporting, and operational tracking to support service performance and continuous improvement.
• Identify recurring issues and contribute to process improvements, knowledge sharing, and service quality initiatives.
• Support customer operations activities and projects to ensure smooth daily operations.

Requirements

• 5+ years of experience in customer support, customer operations, or related customer-facing roles, with experience handling escalated cases and complex customer issues.
• Strong problem-solving skills, attention to detail, and ability to take ownership of issues through resolution.
• Strong communication and stakeholder management skills, with the ability to collaborate effectively with global teams in English (written and verbal).
• Fluent Mandarin required; professional working proficiency in English required.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in spreadsheets, reporting, and maintaining accurate operational documentation.
• Experience supporting customer service operations for major China e-commerce platforms (e.g., Tmall, JD.com) or international brands.
• Experience working with service metrics, SLAs, and operational reporting.
• Familiarity with trading cards, collectibles, or enthusiast communities is a plus.

Working Arrangement This is an in-house role based in China, with regular collaboration with US and EMEA teams through written communication and virtual meetings. Occasional flexibility may be required to support time-sensitive customer escalations and business needs.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Subject to applicable laws, Fanatics Collectibles may choose to run a background check. Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers.