Customer Service Manager, China

Fanatics Collectibles is expanding its presence in China and is seeking a Customer Service Manager to lead the development of a best-in-class support organization tailored for the Chinese market. This leader will be responsible for building and leading the China-based customer service function from the ground up, ensuring alignment with global standards while adapting to the unique expectations, platforms, and regulations of the local market. This is a full time role, in the designated office 5 days per week.

The ideal candidate brings deep experience in managing customer operations in China, a strong understanding of consumer behavior across eCommerce and social platforms, and fluency in China's regulatory landscape, including data protection, dispute resolution, and platform compliance (e.g., with Tmall, JD, WeChat). They are equally passionate about optimizing the customer experience, building high-performing teams, and implementing scalable processes and technologies.

Key Responsibilities

Team Building & Leadership

• Build and scale a local China customer support team, from hiring to establishing SOPs, workflows, and KPIs.
• Establish a high-performance culture with a strong focus on ownership, accountability, and customer-first thinking.
• Develop localized training programs and incentive systems to build team motivation and career development.

Operational Excellence

• Define and manage end-to-end standard operating procedures (SOPs) that reflect Fanatics' global service philosophy while honoring local norms and regulations.
• Analyze KPIs and customer feedback to continually improve performance across channels such as email, chat, hotline, and social platforms (e.g., WeChat, Douyin).
• Deliver against service metrics including First Contact Resolution, CSAT/NPS, response time, and platform SLAs.

Technology & Platform Integration

• Implement and manage customer service systems compatible with the China digital ecosystem, including integration with local eCommerce platforms (Tmall, JD) and social commerce tools.
• Utilize CRM tools, analytics dashboards, and contact center platforms to track customer interactions and uncover insights.

Regulatory Compliance

• Ensure that all customer service operations are compliant with Chinese regulations, including Consumer Rights Protection Law, Personal Information Protection Law (PIPL), and relevant platform policies.
• Proactively manage risk by staying updated on evolving regulatory guidelines and ensuring all internal and third-party systems meet local compliance standards.

Stakeholder & Cross-functional Collaboration

• Act as the voice of the China customer across internal functions, collaborating with marketing, eCommerce, logistics, and product teams to enhance the consumer experience.
• Contribute to global initiatives by sharing regional insights and adapting global policies to suit the Chinese market.

Customer Advocacy & Brand Alignment

• Champion a service experience that reflects Fanatics' global brand values, adapted to local cultural and consumer service expectations.
• Strategize customer communication to support product launches, campaigns, and issue resolution that builds trust and loyalty in the Chinese collector community.

Qualifications

• 6+ years of customer service leadership experience in China, preferably within eCommerce, consumer tech, or DTC brand environments.
• Proven ability to build service functions from scratch, including hiring, process development, and system implementation.
• Strong understanding of China-specific digital platforms (e.g., Tmall, JD, WeChat), consumer rights laws, and data privacy compliance (e.g., PIPL).
• Experience managing multi-channel service delivery, including chatbots, social messaging, and localized CRM systems.
• Excellent analytical, project management, and communication skills — fluency in Mandarin and English required.
• A collaborative leader who thrives in a cross-functional, fast-paced, startup-like environment.
• Passion for fandom, sports culture, or collectibles is a plus.
• Fluency in Mandarin and English are required.

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.

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Fanatics Collectibles is a new model and vision for the hobby, fundamentally changing the experience for current and future collectors, leagues, and players across many U.S. and international professional and college sports. The organization has long-term, exclusive rights to design, manufacture and distribute trading cards for several sports and entertainment properties, including MLB, MLBPA, the Premier League, MLS, UFC, Formula 1 as well as Disney, Marvel, Pixar, and Star Wars, among others. In January 2022, Fanatics Collectibles announced the acquisition of Topps, establishing the preeminent licensed trading card brand as the cornerstone of Fanatics' trading cards and collectibles business, and jumpstarted its MLB and MLBPA rights to design, manufacture and distribute trading cards