Training and Documentation Coordinator

This is a Full Time Job

How we LEAD:

At Famehouse, we believe fans are the forefront of our business. More than just customers, fans are passionate about supporting our artists and we are passionate about supporting our fans. Fan Services, our customer support function, is built around a fan-first philosophy. Famehouse is seeking an enthusiastic, detail-oriented Coordinator, eCommerce Fan Services Training & Documentation. This coordinator supports the execution of quality, training, and documentation initiatives across Fan Services. This role plays a key part in ensuring agents are equipped with the tools, resources, and guidance needed to deliver a consistent, high-quality fan experience.

Working under the guidance of Quality and Training Leads, this role focuses on coordination, content maintenance, and operational support, while helping to identify opportunities for improvement.

How you'll CREATE:

Quality & Performance Support
• Liaise with Quality Leads to review agent performance trends and surface insights
• Assist in identifying common areas of opportunity to inform training and coaching efforts

Training Support
• Support Training Leads in building and maintaining training calendars aligned to performance needs
• Assist in developing customized coaching plans for customer support agents
• Help prepare training materials and resources as needed

Documentation & Knowledge Management
• Update and maintain customer service knowledge resources to ensure accuracy and usability
• Review documentation for clarity and consistency, flagging gaps or outdated content
• Support version control and change tracking processes

Process & SOP Support
• Assist Quality and Training Leads in maintaining and updating standard operating procedures (SOPs)
• Ensure documentation aligns with current workflows across in-house and outsourced teams

Customer Support & Escalations
• Monitor and respond to customer escalations as needed
• Provide frontline support, including order placement, refunds, and exchanges
• Partner with internal teams to resolve complex customer issues
• Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.

Bring your VIBE:
• Strong communication skills, both verbal and written.
• Ability to follow structured processes while identifying areas for improvement
• Comfortable working cross-functionally with multiple stakeholders
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow through on commitments.
• Result and action-oriented, resourceful and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred
• 1-3 years of experience in customer support, operations and/or quality roles
• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.