Customer Service Associate, Greater China

Customer Service Associates act as a key liaison between Fanatics Collectibles, Inc., the 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 fulfilment coordination and exception handling. The role reports directly to the Customer Service Manager and supports the company's commitment to relentlessly enhancing the Collector experience.

• 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 fulfilment, replacements, and related customer resolutions, including validation, tracking, and delivery coordination.
• Coordinate with Global and local stakeholders to ensure timely fulfilment, 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.

• 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.

• 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.