Fan Services Enablement Specialist

KEEN Footwear•Portland, OR

3d•Remote

About The Position

The Fan Services Enablement Specialist drives the onboarding and continuous development of Fan Services team members, ensuring readiness for evolving systems, tools, and customer experience standards. This role leads the design and execution of training programs, supports the rollout of new systems and processes, and partners across teams to optimize backend operations and enable consistent, high quality service delivery.

Requirements

High School Diploma required
Three (3) years in a customer service environment, with at least one (1) year in the footwear industry.
One (1) year of formal teaching, leading, or coaching experience in a professional setting, or experience in a service trainer or similar role, and experience in curriculum and resource development and maintenance.
Any equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis.
Excellent verbal, written, and presentation communication skills.
Strong understanding of coaching and training methods for both remote and in-person environments.
Working knowledge of effective teaching methodologies and learning tools.
Solid understanding of customer service concepts, practices, and procedures.
Ability to analyze data and identify trends in team performance to inform training needs.
Proficient in Shopify, SAP, and Gladly; ability to quickly learn and adapt to new systems and tools.

Responsibilities

Facilitates new hire training and onboarding logistics; provides support to new employees and acts as a primary resource during the onboarding period. Maintains attendance and training records.
Monitors employee progress during training, identifies development needs, and provides actionable insights to supervisors to enhance service standards, sales performance, and operational consistency.
Performs service ticket audits to identify knowledge gaps and development opportunities within the team; shares insights and training recommendations with Fan Services leadership.
Contributes to the development and refinement of the training curriculum, resources, and documentation to ensure alignment with current processes and customer service best practices.
Supports rollout of new products, systems, and processes through training and team enablement.
Applies product and technical knowledge to support customer interactions and identify opportunities that contribute to brand revenue.
Acts as backup support for Fan Services Operations leadership as needed.
Serves as a brand ambassador, reinforcing company values and customer experience standards.