Knowledge and Training Manager

About the Company

Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.

We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble, ambitious team building products from the ground up.

If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.

About the Role

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.

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

Qualifications:

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

Bonus: Advanced degree in Information Management, Library Science, or related field; familiarity with change management principles

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com).  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

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/

NYC Salary Range

$107,500—$133,750 USD