Coordinator, Training and Documentation

Universal Music•Philadelphia, PA

About The Position

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.

Requirements

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

Responsibilities

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
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
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
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
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.

Benefits

Comprehensive medical, dental, and vision coverage
100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent