Customer Support Specialist (Tier 2)

CD Baby•New York, NY

18h•$52,000 - $57,000•Hybrid

About The Position

CD Baby is the world’s largest digital distribution platform for independent artists. For more than 20 years, we’ve empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists. Built by artists, for artists, we’re a mission-driven, artist-first company, and we’re expanding our Support team with experienced, detail-oriented problem-solvers who care deeply about helping creators succeed. This hybrid role is based in our New York City office location. The Customer Support Specialist will handle our most complex support inquiries, serving as a Tier 2 escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance. You’ll be an expert in the independent music ecosystem and CD Baby’s product suite, capable of diagnosing nuanced, multi-layered problems and communicating solutions clearly and empathetically. You’ll work closely with the Support Lead, Customer Support Manager, and cross-functional teams to improve workflows, provide insights, and elevate the overall quality and consistency of the artist experience.

Requirements

2+ years experience in customer support, operations, or technical troubleshooting—preferably in music, tech, SaaS, or digital media
Strong analytical and problem-solving skills, with the ability to break down complex issues into clear next steps
Exceptional written communication—concise, empathetic, and tailored to artist needs
Familiarity with digital music distribution, publishing, copyright, royalties, or DSP ecosystems (a strong plus)
Comfort working in ticketing systems and internal tooling (e.g., Zendesk, Jira, CRM platforms)
Detail-oriented, organized, and able to thrive in a fast-paced, high-volume environment
A passion for helping independent artists succeed and a deep respect for the artist community

Responsibilities

Handle complex Tier 2+ escalations, including revenue discrepancies, delivery failures, policy blocks, and technical issues
Troubleshoot multi-product, cross-functional cases requiring deep system knowledge
Deliver accurate, timely, and empathetic support aligned with CD Baby’s artist-first values
Maintain expert knowledge of distribution, publishing, monetization, copyright, and DSP requirements
Identify recurring issues and workflow gaps; recommend automation and process improvements
Share actionable insights with Support leadership and cross-functional stakeholders
Contribute to enhanced policies, SOPs, and troubleshooting frameworks
Maintain and update internal macros, SOPs, and training materials
Improve customer-facing documentation for clarity and accuracy
Strengthen internal knowledge resources to support team effectiveness
Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations that involve system bugs, content policy questions, or distribution exceptions
Participate in case reviews and knowledge-sharing sessions to strengthen Support team expertise
Provide insight into recurring customer pain points, workflow gaps, product issues, and documentation needs
Model best-in-class communication standards across empathy, clarity, tone, and personalization
Mentor associates through shadowing, pairing, and informal guidance as needed
Help uphold a culture of continuous learning, artist advocacy, and operational excellence
Collaborate with the Support Lead on quality assurance, training opportunities, and improvements to customer experience