Customer Support Specialist

Universal Music•New York, NY

About The Position

CD Baby, part of Universal Music Group, is expanding its Support team with experienced, detail-oriented problem-solvers who care about helping independent artists succeed. The Customer Support Specialist handles complex customer inquiries and acts as an escalation point for high-impact issues involving royalties, metadata, distribution workflows, rights management, account configuration, and platform compliance. The role requires expert knowledge of the independent music ecosystem and CD Baby’s product suite, and the ability to diagnose nuanced problems and explain solutions clearly and empathetically. The specialist reports to the Customer Support Manager and works with the Customer Support team and cross-functional partners to resolve escalations, improve workflows, share insights, and elevate the quality and consistency of the CD Baby artist experience. The role also contributes to documentation, process improvements, knowledge sharing, team guidance, and customer experience standards.

Requirements

2–4 years of experience in customer support, operations, or technical troubleshooting.
Strong analytical and problem-solving skills, including the ability to break down complex issues into clear next steps.
Exceptional written communication skills, with concise, empathetic communication tailored to artist needs.
Detail-oriented and organized, with the ability to thrive in a fast-paced, high-volume environment.
Passion for helping independent artists succeed and deep respect for the artist community.
Comfort working in ticketing systems and internal tooling.

Nice To Haves

Experience in music, technology, SaaS, or digital media.
Familiarity with digital music distribution, publishing, copyright, royalties, or digital service provider (DSP) ecosystems.
Experience with Zendesk, Jira, or CRM platforms.

Responsibilities

Manage complex customer cases, including advanced revenue issues, delivery failures, content policy blocks, and technical issues.
Troubleshoot multi-product and multi-stakeholder issues requiring deep system knowledge and cross-team coordination.
Provide accurate, timely, empathetic email support consistent with CD Baby’s artist-first values.
Maintain expert-level knowledge of CD Baby products, distribution pipelines, publishing, copyright, monetization, and related industry topics.
Identify recurring issues, workflow gaps, and opportunities for automation or simplification; share actionable insights with relevant managers and stakeholders.
Contribute to improvements in policies, standard operating procedures, and troubleshooting frameworks.
Collaborate on updates to macros, internal SOPs, customer-facing documentation, training guides, and other support resources.
Partner with Product, Engineering, Digital Operations, and Marketing to resolve escalations involving system bugs, content policy questions, or distribution exceptions.
Participate in case reviews and knowledge-sharing sessions, and share insights about customer pain points, workflow gaps, product issues, and documentation needs.
Model clear, empathetic, professional, and personalized communication standards.
Mentor associates through shadowing, pairing, and informal guidance as needed.
Collaborate with the Customer Support Manager on quality assurance, training opportunities, and customer experience improvements.
Help uphold a culture of continuous learning, artist advocacy, and operational excellence.

Benefits

Comprehensive medical, dental, and vision coverage.
100% coverage for out-patient in-network mental health services.
Fertility coverage for eligible medical plan participants.
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and more, up to $720 per year.
Student Loan Repayment Assistance and Tuition Reimbursement.
401(k) with 100% immediate vesting on the first 5% of employee contributions, plus an additional UMG contribution.
Flexible Paid Time Off (PTO) for exempt employees.
Three weeks of PTO for non-exempt employees.
Two weeks of paid Winter Break.
10 company holidays, including Juneteenth and Wellbeing Day.
Summer Fridays between Memorial Day and Labor Day.
Paid parental leave for every type of parent.