Associate, Client Support - Distribution

FUGA•Los Angeles, CA

8d•Hybrid

About The Position

FUGA, part of Downtown Music, is the world’s leading full-service B2B music distributor - providing cutting-edge distribution, technology and marketing solutions to some of the most forward-thinking music companies in the industry. We work with over 800 clients, including Beggars Group, Epitaph, Naxos and Ninja Tune - empowering them to maximise their reach through our award-nominated label services, best-in-class products and industry-leading revenue accounting platform. Downtown is an innovative music and tech company with strong ambitions. Across its four divisions - Distribution, Artist & Label Services, Music Publishing and Royalty & Financial Services - Downtown serves some 4 million artists and 5,000 business clients in 150 countries. We are currently looking to grow our Client Support team. This is an excellent position for someone looking to develop their career in the music distribution and technology space. This hybrid role can be based in our New York City or Los Angeles office locations.

Requirements

Demonstrable experience in a client facing role in a music distribution or music tech company
A clear passion for music and an affinity with the online music industry
Data driven - knows how to analyse data and put this to use to benefit efficiency
Customer and detail-oriented
Strong communication skills on an international level
An analytical approach to problem solving
Desire to work in a tech-savvy environment and develop new skills
Hard-working, organised and able to prioritise multiple tasks
Operates well in a team and is comfortable working with an agile management process
Excellent written and verbal communication skills in English

Nice To Haves

Fluency in other languages (Dutch, Spanish, German, etc.) are a big plus

Responsibilities

First point of contact for our clients and digital service providers
Provide email support via Zendesk
Investigate, troubleshoot and solve technical and content-related issues
Escalate issues where appropriate and communicate effectively with the Client Support and Operations teams in our offices around the world
Create support documentation, training guides and procedures
Test software improvements and bug fixes
Work with our development teams to feedback on internal updates and new features to a wide client base
Report into the Manager, Client Support