Coordinator, Customer Service Training & Documentation

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

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

Perks Playlist:

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical, dental, and vision coverage

• Including 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

A variety of ways to prioritize much-needed time away from work including:

• 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

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:

Salary Range:

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.