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. - ...