Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Fanatics Collect is seeking a strategic leader to build and scale programs for world-class support, focusing on training, knowledge management, and support content strategy. This role will leverage AI and enablement technology to ensure consistency, speed, and excellence across global support teams, owning how the organization learns, evolves, and delivers exceptional service.

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

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
• Advanced degree in Information Management, Library Science, or related field (Bonus)
• Familiarity with change management principles (Bonus)

Skills

• Instructional Design
• Editorial Skills
• UX Writing
• Knowledge Management Systems
• AI-driven Content Creation
• Automation
• LMS Platforms
• CMS Platforms
• Analytical Skills
• Cross-functional Communication
• Stakeholder Management
• Change Management Principles

Location

• New York City

Work Type

• Full-time

Experience Level

• 5-8+ years

Education Level

• Advanced degree in Information Management, Library Science, or related field (Bonus)

Salary/Compensations

• $107,500—$133,750 USD

Benefits

• Short-term incentive compensation
• Long-term incentive compensation

About the Company

• Fanatics is building a leading global digital sports platform across Commerce, Collectibles, and Betting & Gaming.
• Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles through Fanatics Collect, Fanatics Live, and Voggt.
• Backed by Fanatics, the world's largest sports merchandiser with extensive licensing deals and a large fan base.

Equal Opportunity

• Fanatics never seeks payment from job applicants.
• Ensure your communication is coming from a Fanatics email address (including @collectfanatics.com).
• Apply through our company website at www.fanaticsinc.com/careers.