Assistant/Associate Specialist, Customer Care Communications (User Access & Enablement)

Company Description

Job Description 

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands. The team oversees the strategy, development and implementation of operations for our owned and operated retail stores and customer care services, while also supporting wholesale and franchise partnerships. They foster a culture of efficiency, accountability, and innovation through collaboration to enhance customer experiences, improve associate effectiveness, and maximize revenue. The team provides strategic direction for critical business processes and systems including labor optimization, inventory operations, omnichannel fulfillment, performance analytics, associate technology, multi-channel communications, digital experiences, and customer service. They maintain financial accountability for related operational and capital expenses, driving operational excellence and continuous process improvement.

The Assistant Specialist, Customer Care Communications (User Access and Enablement) ensures frontline teams are fully equipped to deliver exceptional customer care by managing timely system access, maintaining knowledge resources, and supporting operational readiness. This role collaborates closely with the Contact Center Partners, Technology, and Operations to streamline user setup, troubleshoot access issues, and maintain accurate documentation. With a focus on efficiency, compliance, and the end-user experience, this position plays a key part in enabling seamless day-one readiness and continuous support for global customer operations.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Execute timely user activations and deactivations for Customer Care platforms, ensuring new hires are fully enabled on day one
• Collaborate with Operations to align user setup with onboarding and upskilling timelines and role-specific needs
• Conduct regular audits to maintain compliance and accuracy of user access across systems
• Support password resets and access troubleshooting in coordination with Technology and system administrators
• Maintain clear documentation of access protocols and contribute to process improvements that enhance efficiency, security, and the new hire experience
• Support daily knowledge base updates and communications based on business, industry, and customer needs
• Regularly review, maintain, and update resources that include promotional activity, product knowledge, and store information to ensure knowledge base is up-to-date and reflects accurate information
• Work closely with Customer Care Experience SMEs to communicate customer-impacting issues to Contact Centers partners
• Tracks and distributes knowledgebase usage and course completion rates to ensure agents are leveraging all resources available and able to effectively support the customer
• Monitor, review, and Team Up with Customer Care SMEs to implement end user feedback and drive improvements within internal knowledge base used across global Customer Care operations
• Conduct monthly audits of the knowledge base “Answers” to ensure accuracy, relevance, and alignment with associate needs. Optimize content by categorizing and surfacing recommendations for improvement to Comms peers
• Maintain and request translations as needed for templated response functionality in CRM
• Participate in the on-call rotation quarterly, covering weekday evenings and weekends, to support business continuity and address urgent issues promptly

What Do You Need To Bring? 

• Ability to adapt in a fast paced, ever changing, and collaborative team environment
• Ability to manage multiple priorities, projects, and deliverables while keeping the customer at the forefront of everything we do
• Shows high attention to detail
• Works with a sense of urgency and demonstrates a drive for results
• Strong verbal and written communication skills
• Proficient in Microsoft Office applications 
• Organized, self-starter, and detail-oriented
• Prior User Management or Communications experience preferred 

Our Company  

Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs. 

The company operates a family of brands, including Abercrombie & Fitch, YPB, abercrombie kids, Hollister and Gilly Hicks, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operate