Fan Services Enablement Specialist at Keen in Portland, OR

Job Summary 

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.

Essential Functions

Description

• 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.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without cause.

Qualifications

• 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.

Knowledge, Skills, and Abilities

• 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.

Travel Required: No

Base Salary: $25.33 - $26.26 per hour

This range represents the low and high ends of this position's anticipated base salary range. The actual base salary will depend on numerous factors such as experience, knowledge, skills, and location. Our base salary is just one component of our competitive total rewards strategy, which includes numerous benefits and perks as well as specific health and welfare benefits.

Why Work at KEEN:  Driven by a passion for life outside, KEEN is a values-led, independently owned brand from Portland, Oregon, that’s on a mission to create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN launched a revolution in the footwear industry with the introduction of the Newport adventure sandal and has donated more than $18 million to non-profit organizations and causes around the world to promote responsible outdoor recreation, including conservation efforts to protect open spaces. KEEN strives to show the world through its products and its actions that a business for good can actually be good for business. By giving back, reducing impact, and activating communities and individuals to protect the places where we work and play, KEEN puts its values in motion and takes action to leave the world a better place.  

Fuerst Group, KEEN, and Chrome are equal opportunity employers.  We value an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.