Artist Support Specialist

Believe • Nashville, TN

1d • Hybrid

About The Position

As an Artist Support Specialist with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists.

Requirements

• At least 2 years of experience working in a high volume support/customer service environment
• Track record of meeting or exceeding quantifiable performance metrics on a regular basis
• Clear, concise, and warm communication, both written and verbal. (Both internally and externally)
• Working knowledge of Mac or Windows, Slack, Google Suite and other common day-to-day SaaS tools
• Proven track record of being transparent, accountable and relentless; exhibiting a true passion for going above and beyond for customers.
• Ability to provide personalized, empathetic support while remaining efficient and maintaining high volume
• Comfortable with change and ambiguity in a dynamic atmosphere
• A professional, consistent, and positive can-do attitude who works well within a team and independently at the same high level
• Knowledge of current music and technology industry trends

Nice To Haves

• Experience with Zendesk or similar ticketing platforms is a huge plus!
• Experience Technical troubleshooting and bug reporting is also a major plus

Responsibilities

• Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat)
• Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release
• Maintain a customer satisfaction score of 85% or higher
• Handle a high volume of requests, averaging 60+ tickets per day
• Work with external partners (DSPs, payment partners etc) to resolve issues for artists Identify and report technical bugs to our product teams
• Offer insights and ideas on process development to help optimize the team’s workflows
• Other duties as required by department leadership

Benefits

• Paid Time Off including vacation, holidays, paid bereavement, unlimited paid sick days, and company-wide week off between Christmas and New Years—every employee needs time to take care of themselves and their family.
• “Wellness Fridays” year-round (close at 1pm on Fridays)
• Universal Paid Parental Leave for both parents - because we know your newest family member(s) deserve your undivided attention.
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - your health comes first.
• 401k match - an investment in your future.
• Company wide events, outings and volunteer days – we have team spirit and know how to have fun!
• Hybrid Work - employees have the option to work primarily remotely and work from the office 8 days per month on a flexible schedule organized at the department level, in accordance with Company policies.
• Learning and development opportunities and career development training – we believe in promoting and growing our leadership from within the company and proactively invest in our people.
• Free distribution subscription for employees – so you can experience the magic of releasing music worldwide (and give us valuable feedback!).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed