Knowledge and Training Manager
About The Position
Fanatics Collect is reimagining the fan experience through live commerce and collector engagement. We're looking for a strategic, hands-on leader to build and scale the programs that power world-class support. In this high-impact role, you will own training, knowledge management, and support content strategy—leveraging AI and enablement tech to drive consistency, speed, and excellence across global support teams. This role is responsible for how our global support organization learns, evolves, and delivers. You’ll build scalable training programs, onboard new hires, oversee customer-facing and internal content, and ensure every agent is equipped to deliver standout service. You’ll also work cross-functionally with Product, Policy, Legal, HR and Ops to maintain alignment, compliance, and quality across all support materials.
Requirements
- 5–8+ years in training, content strategy, knowledge management, or support enablement roles
- Strong instructional design, editorial, and UX writing skills
- Proven ability to build scalable content systems for both internal enablement and customer support
- Deep knowledge of tools such as Zendesk, Kustomer, Notion, Docebo, SharePoint, or Confluence
- Experience with AI-driven content creation, automation, and LMS/CMS platforms
- Analytical skills to measure content and training performance and inform strategy
- Excellent cross-functional communication and stakeholder management skills
Nice To Haves
- Advanced degree in Information Management, Library Science, or related field
- Familiarity with change management principles
Responsibilities
- Design and deliver onboarding and ongoing training programs for global collector support teams, including large training classes of 20+ support reps
- Own and evolve internal knowledge management systems, including macros and documentation
- Develop and maintain customer-facing help content (FAQs, guides, troubleshooting) to improve self-service and reduce contact volume
- Maintain brand voice and editorial standards across all support content
- Leverage AI tools, LMS platforms, and knowledge bases to automate and scale learning
- Monitor performance data to continuously improve training and support content effectiveness
- Partner with Product, Legal, Policy, HR, and Ops to keep training and content aligned with product updates and compliance requirements
- Manage content architecture and workflow in a dynamic, fast-paced environment
- Serve as the in-house expert for support, assisting agents and leads with escalations and support questions
Benefits
- The salary range represents base pay only and does not include short-term or long-term incentive compensation.
- This salary range is specific to New York City and may not be applicable to other locations.
- When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
- For information about our benefits, please visit https://benefitsatfanatics.com/
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
