Customer Service Associate – Greater China

About the role

Fanatics Collectibles is seeking a Customer Service Associate to act as a key liaison between its frontline support team and internal stakeholders in Greater China. The role focuses on handling escalated collector issues, coordinating fulfillment, and ensuring seamless post‑purchase experiences.

Key responsibilities

• Own escalated customer cases from frontline support, ensuring timely investigation, resolution, and follow‑up.
• Guide and support frontline teams on case handling, policies, and escalation processes.
• Manage local processes for defect card requests, redemption fulfillment, replacements, and related resolutions, including validation, tracking, and delivery coordination.
• Coordinate with global and local stakeholders to guarantee accurate tracking and timely fulfillment.
• Maintain comprehensive case documentation, reporting, and operational tracking for performance analysis.
• Identify recurring issues and contribute to process improvements and knowledge sharing.
• Support daily customer operations activities and projects.

Required profile

• 5+ years of experience in customer support or operations, handling escalated and complex cases.
• Fluent Mandarin and professional working proficiency in English.
• Strong problem‑solving, attention to detail, and ownership mindset.
• Excellent communication and stakeholder‑management abilities across global teams.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Advanced spreadsheet and reporting capabilities.
• Experience with e‑commerce platforms such as Tmall and JD.com.
• Familiarity with service metrics, SLAs, and operational reporting.