Lead Agent, Artist Support

The Job

o   Answer customer emails and phone calls to help them distribute their music, and to use other TuneCore services

o   Resolve escalated issues and questions customers have about TuneCore products and services

o   Deliver bi-annual performance reviews to each member of your team; have regular coaching and 1-1 conversations

o   Work within TuneCore’s administrative system to update and correct account issues; cancel account content as needed

o   Product account management

o   Provide reporting on customer and product issues

o   Work with a team on special projects as needed

o   Report technical and communication issues to better service TuneCore artists

o   Provide regular coaching to the specialists on your team

o   Participate in hiring and training of new squad members

o   Perform other duties as assigned by management

o   Work on a flux schedule to provide support for our artists over weekend hours.

Qualifications

·       At least two years of experience working in an office and/or customer service

·       BA/BS preferred

·       Strong communications skills: written, verbal, and interpersonal

·       Working knowledge of Mac and the Microsoft Office Suite

·       Understand the importance of good customer service in-person, via telephone, and via email

·       Manage time effectively and prioritize workload

·       Ability to work well independently, and as part of a team

·       An understanding of the digital music industry 

·       Fluent in English, Spanish, French, German and/or Italian

·       Experience with Zendesk a plus

·       Experience managing small teams a plus

 

  • BS/BA degree

Additional Information

Our Values:

TuneCore is a team of creators, for creators. Our mission is to support our artists and labels at every stage of their careers. Our driving forces are respect, expertise, fairness, transparency and our values include collaboration and innovation. As global citizens, we believe that if we build more diverse, equitable and inclusive teams across our company, we will collectively create and offer more innovative solutions and better serve our artists, labels, partners, and employees.

We strive to build a company that reflects the communities we serve and embraces the diversity of the world we live in, where each person’s unique perspective is valued, and where everyone has the same opportunities and is supported in their personal and professional growth. From our hiring practices to the culture we create and nurture, we are committed to listening, learning and evolving.

We join with our parent company, Believe in supporting the company’s Ambassadors program, made up of TuneCore team members stepping outside their roles to bring the company together on issues they care about, both local and global. These TuneCore ambassadors work towards the goals of communicating best practices, proposing and leading concrete initiatives and actions.

Key initiatives and programs include:

  • Believe for People, focused on diversity and equality for all people and working towards a more inclusive workplace
  • Believe for Parity, whose goals are true equality between women and men in the workplace and to fight against discrimination
  • Believe for Planet, which operates as an internal think tank on environmental issues. Their mission is to limit the carbon footprint and any environmentally negative impact of the company and its employees

With equality in mind, TuneCore and Believe partnered with leading entertainment and media analysis research firm MIDiA Research for a groundbreaking study on the underrepresentation of female creators in the music industry. The study, BE THE CHANGE: Women Making Music 2021, sheds light on the challenges and experiences of women and uncovers why there is a wide disparity between male and female creators. 2021 was the inaugural year for the report and it will be updated annually. Our intent for this study is to inspire meaningful change in the industry.

Recognition and Awards:

Benefits & Perks: At TuneCore we’re committed to the wellbeing of our employees, and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:

  • Paid Time Off including vacation, holidays, paid bereavement, and unlimited paid sick days, “Wellness Fridays” year round (close at 1pm on Fridays), week-long company-wide week off between Chrismas and New Years – every employee needs time to take care of themselves and their family.
  • Universal Paid Parental Leave for both parents – because we know your newest family member(s) deserve your undivided attention.
  • Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment – Your health comes first.
  • 401k match – an investment in your future.
  • Company wide events, outings and volunteer days – we have team spirit and know how to have fun!
  • Hybrid Work – employees have the option to work predominantly remotely and work from the office 7 days per month on a flexible schedule organized at the department level, in accordance with Company policies.
  • Learning and development opportunities and career development trainings – We believe in promoting and growing our leadership from within the company and pracively invest in our people.
  • Exclusive employee free distribution subscription – to ensure you experience the magic of releasing music worldwide (and give us valued feedback!).

Free concert tickets to TuneCore artist’s shows – Giving our teams a front row seat to the music we distribute worldwide and support our incredible artists while we’re at it.

TuneCore and Believe are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive work environment. We encourage applicants of all backgrounds to apply. All your information will be kept confidential according to EEO guidelines.

Customer Care & Support Specialist

The Job

Believe is looking for a Customer Care & Support Specialist, based in Mexico.

 

You will be the main point of contact of our customers (Producers, Labels, Artists) to solve their issues and requests.

 

Your main role and responsibilities are:

  • Solve Artists & Labels operational issues on artistic content, payment of royalties, reporting, management of copyright in compliance with our – SLAs and top quality communication
  • Maintain high customer satisfaction
  • Onboard and train Artists and Labels on Believe internal tools
  • Contribute to the Support knowledge bases to improve the autonomy of our clients
  • Maintain a regular and close communication with Sales teams
  • Interact with Believe back office teams: Finance, Content, Product, Contracts & Rights

Qualifications

  • At least 1 year experience of online customer service
  • Good communication skills with Care, Respect, Empathy
  • Problem solving mindset
  • Product knowledge
  • Passionate about technology
  • Technical skills: MS Office (Word, Excel, Powerpoint, Outlook, OneNote, Zendesk, JIRA)
  • Fluent in English

Additional Information

ARTIST SUPPORT SPECIALIST (H/F/N)

The Job

As an Artist Support Specialist, you will work directly with TuneCore artists to help them distribute their music online, answer their questions, and resolve any issues they have about their service.  In this role, you will primarily support our growing French market over email, so fluency in French is a must

  • Answer customer emails, DMs, and phone calls to help artists distribute their music, and to use other TuneCore services

  • Resolve issues and questions customers have about TuneCore products and services

  • Work within TuneCore’s administrative system to update and correct account issues; cancel account content as needed

  • Product account management

  • Provide reporting on customer and product issues

  • Work with a team on special projects as needed

  • Report technical and communication issues in order to better service TuneCore artists

  • Perform other duties as assigned by management

  • Work on a flux schedule to provide support for our artists over weekend hours.
     

Qualifications

  • Fluent in English and in 2 of any of the following languages: Hindi, Punjabi, Gujarati, Marthi. Tamil, Telugu, Kannada
  • At least one year of experience working in an office and/or customer service

  • Strong communications skills: written, verbal, and interpersonal

  • Working knowledge of Mac and the Microsoft Office Suite

  • Manage time effectively and prioritize workload

  • Ability to work well independently, and as part of a team

  • A basic understanding of the digital music industry is a plus

  • Experience with Zendesk is a plus


Why join us? At Believe, our leitmotif is simple: openness, passion and involvement!

We will also appreciate your agility, your sense of innovation, your excellent relationship and your enthusiasm!

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, morals, sexual orientation, gender, age,
family status, pregnancy, race, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability. 

ID – Customer Support (Internal Consultant)

The Job

Part of our Sales team and based in Indonesia, you will be the local point of contact for our Customers. 
Customer Support team member will achieve his/ her mission by providing timely, qualitative and innovative answers with care and transparency using a high level of communication skills.


As a Customer Support you will use our ticketing tool (Zendesk) and you will have to handle a daily number of requests.
You will also have to contribute to team effort to maintain high customer satisfaction and excellent standards service.

  • Ensure a good quality of answers to our Customers regarding various subjects such as content delivery or modifications, payments and reporting
  • Make sure to give efficient solutions and answers in a minimal delay
  • Contribute to create resources in our knowledge base to improve the autonomy of our clients
  • Training & onboarding for Artists and Labels on our tools

Qualifications

  • Knowledge of Customer Support ticketing system i.e. Zendesk, JIRA etc
  • Good communication skills
  • Problem solving mindset
  • Product knowledge
  • Attention to detail
  • Passionate about music and technology
  • Fluent in English and Bahasa Indonesia

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, morals, sexual orientation, gender, age, family status, pregnancy, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability. 

Artist Support Specialist

The Job

o   Answer customer emails and phone calls to help clients distribute their music, and to use other TuneCore services

o   Resolve issues and questions customers have about TuneCore products and services

o   Work within TuneCore’s administrative system to update and correct account issues; cancel account content as needed

o   Product account management

o   Provide reporting on customer and product issues

o   Work with a team on special projects as needed

o   Report technical and communication issues to better service TuneCore artists

o   Perform other duties as assigned by management

o   Work on a flux schedule to provide support for our artists over weekend hours.

Qualifications

·         At least two years of experience working in an office and/or customer service

·         BA/BS preferred

·         Strong communications skills: written, verbal, and interpersonal

·         Working knowledge of Mac and the Microsoft Office Suite

·         Understand the importance of good customer service in-person, via telephone, and via email

·         Manage time effectively and prioritize workload

·         Ability to work well independently, and as part of a team

·         An understanding of the digital music industry 

·         Fluent in English, Spanish, French, German and/or Italian

·         Experience with Zendesk a plus

·         Experience managing small teams a plus

 

  • BS/BA degree

Additional Information

believe s’engage à garantir l’égalité des chances en matière d’emploi, sans tenir compte de l’origine, du sexe, des mœurs, de l’orientation sexuelle, du genre, de l’âge, de la situation de famille, de l’état de grossesse,  des opinions politiques, des activités syndicales, des convictions religieuses, de l’apparence physique, du nom de famille, du lieu de résidence, de l’état de santé, ou du handicap.
 

Lead Agent, Artist Support

The Job

As a Lead Agent, Artist Support, you will manage a team of Artist Support Specialists, and be responsible for their daily performance.  In addition to working directly with TuneCore clients, you will take on escalated and high-impact client support tickets, provide regular team coaching via the team’s quality assurance programs, and deliver performance reviews.  You will work collaboratively on continuous improvement projects alongside your Lead Agent peers, and be responsible for training new team members on your squad. You will also have the opportunity to participate in cross functional projects that improve TuneCore’s product offerings and optimize our client experience. Lead Agents must be solution oriented, have strong communication skills, and approach problem-solving with a positive mindset. 

o   Service client emails and phone calls to provide TuneCore platform support

o   Resolve escalated issues and questions clients have about TuneCore’s products and services

o   Assist in hiring new team members

o   Training / onboarding new members of your squad

o   Deliver bi-annual performance reviews to each member of your team; have regular coaching and 1-1 conversations

o   Work within TuneCore’s administrative system to update and correct account issues; cancel account content as needed

o   Provide reporting on client and product issues

o   Work with the team on special projects as needed

o   Report technical and communication issues in order to better service TuneCore artists

o   Perform other duties as assigned by management

Qualifications

  • At least four years of experience working in an office and/or customer service
  • BA/BS preferred
  • Strong communications skills: written, verbal, and interpersonal
  •  Working knowledge of Mac and the Microsoft Office Suite
  • Time management and workload prioritization skills are a must-have
  • Ability to work well independently, and as part of a team
  • An understanding of the digital music industry 
  • Fluency in English
  • Fluency in 2 of any of the following languages: Hindi, Punjabi, Gujarati, Marthi. Tamil, Telugu, Kannada
  • Experience with Zendesk is a plus
  • Experience managing small teams is a plus

Additional Information

Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual orientation, socio-economic status, age, martial or civil partner status, pregnancy or maternity, physical abilities, religious beliefs, political beliefs, or other ideologies.

PH – Customer Support (Internal Consultant)

The Job

  • Ensure a good quality of answers to our Customers regarding various subjects such as content delivery or modifications, payments and reporting
  • Make sure to give efficient solutions and answers in a minimal delay
  • Contribute to create resources in our knowledge base to improve the autonomy of our clients
  • Training & onboarding for Artists and Labels on our tools

Qualifications

  • 3 – 4 years in customer support/ service experience
  • Good communication skills with Care, Respect, Empathy
  • Problem solving mindset
  • Product knowledge
  • Attention to detail
  • Passionate about technology
  • A team player with positive attitude
  • Excellent written and verbal communication skills
  • Fluent in English and Tagalog

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, morals, sexual orientation, gender, age, family status, pregnancy, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability. 

Customer Care & Support Specialist (H/F)- CDD

The Job

Au sein du service Customer Care & Support, vous serez le principal point de contact entre nos clients internationaux (Producteurs, Labels, Artistes) et nos équipes opérationnelles internes dans toutes leurs demandes liées au Produit, Contenu, Livraison, Finance, Contrat & Droits.

Votre rôle principal sera le suivant :

  • Résoudre les demandes de nos artistes et labels sur les problématiques opérationelles sur leur contenu (albums, single, vidéos), sur le paiement de leurs royalties, sur les reporting, le management des droits, le tout dans le respect de nos SLAs.
  • Maintenir un haut niveau de satisfaction client
  • Onboarder et former nos artistes et labels sur nos outils Believe. 
  • Contribuer à l’élaboration d’article pour notre Knowledge base à destination des clients. 
  • Maintenir une proximité et un très bon niveau de communication avec nos équipes commerciales
  • Intéragir avec les équipes back office type Finance, Content, Produit, Contrat & Légal.

Qualifications

  • Minimum 2 ans d’expérience sur un poste de Customer Support
  • Très bon niveau de communication avec respect et empathie.
  •  Problem solving mindset
  • Connaissance produits
  • Passionné de technologie
  • Bilingue Français/Anglais

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, morals, sexual orientation, gender, age, family status pregnancy, race, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability.

 

Publishing Support Specialist

The Job

Specific Duties:

●        Answer emails and phone calls to help clients distribute their music, submit songs for administration and manage their publish rights.

●        Educate and assist clients with song submissions ensuring accurate data and splits are submitted and validated.

●        Resolve issues and questions TuneCore Publishing clients have about TuneCore products and services.

●        Provide reporting on client and product issues.

●        Efficiently execute the flow of day-to-day operations, prioritize workload, and handle client tickets in a timely manner ensuring CSAT and SLA targets are maintained.

●        Respond to basic questions about copyright/IP from clients.

●        Provide publishing client account management; auditing song submissions and registrations ensuring clients are maximizing their catalogue value.

●        Support publishing client acquisition and upsell initiatives identifying leads for client and asset acquisition.

●        Assist with both one-to-one and one-to-many upsell functions either leading or supporting the events.

●        Providing support to copyright and income tracking teams to ensure clients are being accurately paid and submitting songs for administration.

●        In conjunction with AI software, listen, curate and tag incoming music submissions for TuneCore Sync service.

●        Work cross-functionally to resolve copyright and ownership disputes.

●        Contribute to a team environment that encourages accountability, high standards and optimization.

●        Perform other duties as assigned by management.

 

Qualifications

●       1+ years of prior experience working at a publishing company or collection society preferred but not desired.

●       1-2 years of general customer-facing experience in a technical or entertainment industry environment.

●       Experience working with creatives preferred.

 

 

●       BA/BS/JD preferred.

 

 

●       Excellent communications skills: written, verbal and interpersonal.

●       Strong problem-solving and decision-making skills.

●       Intermediate understanding of copyright/IP in a high-tech environment

●       Proactive, energetic attitude with a desire to work in a results-oriented and deadline-driven environment.

●       Familiarity with Jira or other issue-tracking software.

 

Additional Information

●       Experience with Zendesk or equivalent customer service software

●       Experience with society public repertory research

●       Proficient in Google Docs and Microsoft Office

●       Experience with digital content management systems (especially iTunes Connect, Spotify Catalogue Manager and YouTube Creator Studio) preferred

 

 

Additional Information

believe s’engage à garantir l’égalité des chances en matière d’emploi, sans tenir compte de l’origine, du sexe, des mœurs, de l’orientation sexuelle, du genre, de l’âge, de la situation de famille, de l’état de grossesse,  des opinions politiques, des activités syndicales, des convictions religieuses, de l’apparence physique, du nom de famille, du lieu de résidence, de l’état de santé, ou du handicap.
 

Customer Care & Support Specialist Eastern Europe W/M

The Job

Believe is looking for a Customer Care & Support Specialist, based in Pécs, Hungary.

Integrated into the Customer Care & Support department, you will be the main point of contact of our customers in France (Producers, Labels, Artistes) to solve their issues and requests.

Your main role and responsibilities are:

  • Solve Artists & Labels operational issues on artistic content, payment of royalties, reporting, management of copyright in compliance with our – SLAs and top quality communication
  • Maintain high customer satisfaction
  • Onboard and train Artists and Labels on Believe internal tools
  • Contribute to the Support knowledge bases to improve the autonomy of our clients 
  • Maintain a regular and close communication with Sales teams
  • Interact with Believe back office teams: Finance, Content, Product, Contracts & Rights 

Qualifications

  • At least 1 year experience of online customer service
  • Good communication skills with Care, Respect, Empathy
  • Problem-solving mindset
  • Product knowledge
  • Passionate about technology
  • Technical skills: MS Office (Word, Excel, PowerPoint, Outlook, OneNote, Zendesk, JIRA)
  • Ukrainian native speaker
  • Fluent in English

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, morals, sexual orientation, gender, age, family status pregnancy, race, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability.

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