We are UMG the Universal Music Group. We are the worlds leading music 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.

Were 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 23 days per week.

What Youll Do

• 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

What Were Looking For

Skills & Abilities

• 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

Experience

• 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

Education & Certification

• Bachelors degree (or equivalent experience) in IT Engineering or a related technical field

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

Perks Playlist:

Join an entrepreneurial global organization where authenticity boldness creativity connection drive and insight arent just valuestheyre how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• 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

A variety of ways to prioritize much-needed time away from work including:

• 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

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama Arizona Georgia Mississippi North Carolina South Carolina Tennessee and Utah.

For more information please click on the following links.

E-Verify Participation Poster:English / Spanish

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