As an Senior Customer Care Representative with TuneCore, you will be supporting a broad spectrum of TuneCore artists from DIY to established, career artists. Our mission is to deliver fast, thoughtful, and high-quality support ensuring a smooth distribution experience for our artists.
- Provide top-level support to our artists through a variety of channels (Email/Social Media/Phone/ Live Chat)
- Master TuneCore’s administrative and front-end systems in order to update and correct account/release issues and facilitate first time success with each new release
- Maintain a customer satisfaction score of 85% or higher
- Handle a high volume of requests, averaging 60+ tickets per day
- Work with external partners (DSPs, payment partners etc) to resolve issues for artists
- Identify and report technical bugs to our product teams
- Offer insights and ideas on process development to help optimize the team’s workflows
- Other duties as required by department leadership
- At least 4 + years of experience working in a high-volume support or customer service environment.
- Knowledge of current music and technology industry trends.
- Clear, concise, and warm communication, both written and verbal (internally and externally).
- Working knowledge of Mac or Windows, Slack, Google Suite, and other common day-to-day SaaS tools.
- Demonstrated transparency, accountability, and a relentless drive, passionate about going above and beyond for customers.
- Ability to provide personalized, empathetic support while remaining efficient in a high-volume environment.
- Adaptable and comfortable managing change in a dynamic work environment.
- Professional, consistent, and positive “can-do” attitude
- Works well both independently and as part of a team.
- Experience with Zendesk or similar ticketing platforms is a plus.
- Experience with technical troubleshooting and bug reporting is also a major plus.
- Be comfortable working in a 24/7 operational environment under a rotational shift and rostering system.
- Be available to work 5 days per week, with working hours and weekly days off determined based on the operational roster.
Benefits @Believe:
#Flexibility – Just punch in leaves, not in time and out time
#Office perks – a game of foosball, table tennis to bat the afternoon lacklustre, free event pass for exclusive and limited shows, music subscription, etc
#Wellbeing – Caring by EUTELMED, professionals are at your disposal for advice and support, in your own language and culture
#Transperancy – engaged in secondary activity just disclose it to us
#Sustainability – You can be a part of CSR program, represent yourself as a #Shaper and contribute to a better future.
Disclaimer:
Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity, physical abilities, religious beliefs, political beliefs, or other ideologies.