Coordinator, Training and Documentation - Philadelphia, 19109

Coordinator, Training and Documentation - Philadelphia, 19109, United States of America

Famehouse, a division of UMG, is the preeminent leader in merchandise & D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers merch and D2C for UMG’s labels, artists, and Bravado. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of D2C & merchandise for artists, providing a full-service solution to grow an artist’s owned business including strategy, creative, merchandising, fulfillment, customer service, technology, and more.

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• Review documentation for clarity and consistency, flagging gaps or outdated content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:

• 1-3 years of experience in customer support, operations and/or quality roles

• Strong computer skills required; Microsoft Office, Internet search skills.

• Monday.com preferred

• 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.

• Bachelors Degree in business or related field preferred

• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs