Solutions Specialist, Customer Experience

Universal Music Group • Nashville, TN

2d • Hybrid

About The Position

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. We’re looking for a Customer Experience Solutions Specialist to join our internal UMG Zendesk team and support our UMG business partners. This role blends technical expertise with strategic insight, ensuring Zendesk aligns with business goals, elevates customer experiences, and empowers our teams. This role follows a hybrid work model, balancing remote flexibility with in-person collaboration. Team members are expected to be on-site at our Nashville office for at least 2–3 days per week.

Requirements

• Excellent documentation, problem-solving, and attention to detail
• Effective and clear communicator (especially with non-technical users), with demonstrated success in cross-functional collaboration
• Experience leading or contributing to cross-functional projects involving multiple stakeholders
• Hands-on expertise in Zendesk administration, configuration, and optimization
• Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs
• Experience with API-based integrations and middleware platforms
• Proven ability to translate business requirements into effective technical solutions
• Track record of improving processes, adoption, and customer experiences
• Strong understanding of customer service operations and best practices
• Skilled in reporting, analytics, and dashboard creation to guide decision-making
• Great with time management and prioritization
• 2+ years of IT-related and Zendesk administration experience
• Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles
• Demonstrated success in aligning Zendesk capabilities with strategic business objectives
• Experience generating insights and recommendations through data analysis and reporting
• Background in customer support, operations, or CX strategy preferred
• Bachelor’s degree (or equivalent experience) in IT, Engineering, or a related technical field

Nice To Haves

• Zendesk Administrator Certification preferred (past or current), but not required

Responsibilities

• Configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting
• Maintain and improve ticketing workflows to increase efficiency for both agents and end users
• Manage user roles, permissions, and system access in alignment with security and compliance standards
• Partner cross-functionally with stakeholders to identify opportunities for workflow improvements, automation, and self-service expansion
• Leverage reporting and analytics to track performance, identify trends, and recommend enhancements
• Troubleshoot technical issues in collaboration with the UMG Zendesk Admin Lead and Zendesk Support
• Serve as the Zendesk subject matter expert (SME), providing training, guidance, and support to agents, administrators, and business stakeholders, including eCommerce partners
• Stay informed on new Zendesk features, updates, and best practices to drive platform adoption and continuous improvement

Benefits

• Comprehensive medical, dental, and vision coverage
• Including 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 so much more (up to $720/year)
• Student Loan Repayment Assistance and Tuition Reimbursement
• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level