Customer Care & Support Partner

Believe • New York, NY

2d • $59,280 - $88,920 • Hybrid

About The Position

The Customer Care and Support Partner is the primary operational point of contact for US Labels and Artists, responsible for handling inbound requests and driving end-to-end resolution across distribution operations, royalties/reporting, and rights-related topics. This role blends structured ticket-based support (triage → resolution → escalation) with customer education and enablement, ensuring customers get timely, accurate answers and can operate autonomously using our tools and resources. You will work closely with Label Managers and cross-functional partners to resolve operational issues efficiently, improve the customer experience, and ensure a high standard of support across the partner lifecycle.

Requirements

• 5+ years of experience in content operations, digital distribution, or label services, or a related music operations/support environment
• Strong case management and organizational skills
• Excellent written and verbal communication skills
• Detail-oriented with strong analytical and problem-solving capabilities
• Ability to manage multiple cases in a structured and prioritized manner
• Experience with Salesforce, JIRA, or ticketing systems is a plus
• Strong proficiency in Microsoft Office tools (Excel, Word)
• Familiarity with digital platforms, music distribution, or rights management is strongly preferred.
• Ability to explain operational or technical issues clearly to non-technical stakeholders
• Ownership mindset and accountability
• Structured and SLA-driven execution
• Client-centric and solution-oriented
• Process adherence with improvement mindset
• Cross-functional collaboration
• Continuous learning and adaptability

Responsibilities

• Case Management & Resolution (Day-to-day Support) Manage customer requests across email and ticketing systems, ensuring clear documentation, correct categorisation, and professional follow-up.
• Troubleshoot and resolve common operational issues; coordinate internally to unblock complex cases (e.g., platform/delivery issues, reporting questions, rights-related escalations).
• Apply standard workflows, templates/macros, and internal knowledge to deliver consistent, scalable responses.
• Identify trends and recurring issues; flag risks and repeated pain points to improve customer experience and reduce repeat contacts.
• SLA, Quality, and Customer Experience Prioritise work based on SLA and customer impact; manage workload to meet agreed service expectations (response/resolution discipline) without compromising quality.
• Maintain a high standard of written communication: clear, accurate, empathetic, and action-oriented.
• Escalate effectively when needed, with appropriate context, documentation, and recommended next steps to support timely resolution.
• Customer Onboarding & Enablement Support onboarding and training for Artists and Labels on Believe's tools, helping partners use the platform effectively and confidently.
• Contribute to customer education through walkthroughs, FAQs, and other support materials to increase self-serve and reduce avoidable ticket volume.
• Knowledge Base & Continuous Improvement Create or improve internal/external knowledge articles, templates, and standard operating procedures based on real case learnings.
• Share support insights with Product andOperations to help inform process improvements, tooling enhancements, and clearer customer guidance.
• Cross-functional Collaboration Work closely with Sales/Account teams to align on customer context and communication.
• Coordinate with internal stakeholders (Finance, Content Ops, Product, Contracts & Rights) to resolve issues and help prevent recurrence—acting as the customer’s operational advocate.

Benefits

• Tailor-made training and coaching program
• Remote working policy
• A wellness program “Pauses” with many activities and animations in-house
• Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist
• A healthy and eco-responsible company restaurant
• Individual or family health insurance
• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.
• Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint
• 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)

What This Job Offers

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